First inspection of a small domiciliary care agency run by two experienced registered nurses, supporting one person at the time of inspection, rated Good across all five key questions. The service demonstrated safe, person-centred care with well-organised rotas, trained staff, personalised care plans and strong end of life care expertise.
Strengths
· Well-staffed service with realistic rotas; staff rarely late or early for calls
· Staff trained in safeguarding, infection control and medicines management; medicines audited by registered manager
· Personalised, comprehensive care plans written with people and relatives' involvement
· Strong person-centred culture led by two experienced registered nurses with end of life care expertise
· Multicultural staff team respectful of cultural needs, equality and diversity
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: StaffingGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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; supporting people to access healthcare servicesGood
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 careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needsGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood