Golden Years Support Services received a Good rating across all five key questions at its first inspection following concerns about staffing, recruitment, conduct and training, none of which were substantiated. Inspectors found a safe, effective, caring, responsive and well-led domiciliary care service with strong person-centred culture, robust governance and committed leadership.
Strengths
· Competent staff who knew people well and kept them safe through robust risk assessment and management
· Well organised electronic medicines system with daily reviews and competency checks for staff
· Strong induction, shadowing and ongoing training, including manual handling and sign language
· Person-centred, flexible care planning with people and families involved in assessment and review
· Kind, compassionate staff consistently praised by people and relatives for dignity and respect
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
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 needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
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: Working in partnership with othersGood
well-led: Continuous learning and improving careGood