Potton Services received a Good rating across all five key questions at its first CQC inspection in April–May 2021, supporting 52 people with personal care in their own homes. The service demonstrated strong person-centred values, safe medicines and infection control practices, well-supported staff, and effective governance with no areas of concern identified.
Strengths
· People and relatives consistently described staff as compassionate, kind and like 'guardian angels', with no exceptions noted across all interviews.
· Stable, familiar staff team always on time; relatives confirmed punctuality and proactive communication when running late.
· Robust medicines management with trained and competency-assessed staff, MAR records maintained, and regular medication audits with follow-up action on errors.
· Strong COVID-19 infection control practices including twice-weekly testing, consistent PPE supply, and continually updated contingency plans.
· Person-centred care planning with holistic needs assessments, individual risk assessments, and care plans reflecting current preferences and needs.
Quality-Statement breakdown (19)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their care; Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Managers and staff being clear about their rolesGood
well-led: Engaging and involving people using the service; Continuous learning and improving care; Working in partnership with othersGood