North Haven Care and Support Ltd received a Good rating across all five key questions at its first CQC inspection, with people and relatives consistently reporting safe, compassionate and person-centred care. Minor issues were identified around allergy recording on MAR charts and a missing diabetic risk assessment, both of which the registered manager rectified immediately upon being informed.
Concerns (4)
moderate
Medication management
: “People's MAR charts did not include if people had any allergies. This information was included in people's care plans but had not been transferred to people's MAR chart.”
moderateCare planning: “One person who had Type II Diabetes, did not have a diabetic risk assessment in place.”
minorRecord keeping: “We did identify one issue regarding allergy information on people's MAR charts which had not been identified during audits.”
minorGovernance: “On one occasion the procedure had not been followed correctly and gaps had not been explored at interview.”
Strengths
· People told us staff were rarely late and no calls had been missed
· Staff had received training and regular competency assessments regarding the safe handling of people's medication
· Detailed pre-assessments completed prior to care commencing to ensure needs could be met
· People and relatives were very complimentary regarding the level of care and compassion demonstrated by staff
· Relatives had access to a dedicated family app to view care plans and daily care notes remotely
Quality-Statement breakdown (23)
safe: Using medicines safelyGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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 to provide consistent, effective, timely careGood
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: End of life care and supportGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
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: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood