MK Care and Response (Homecare) achieved an overall Good rating at its first inspection in March 2022, with an Outstanding rating for Responsive due to exceptional personalised care, innovative dementia support, and proactive social isolation initiatives. Minor concerns were noted around staff consistency and an isolated incident of non-reporting by staff when people refused care, both of which the provider had already taken steps to address.
Concerns (3)
moderateIncident learning: “staff had not been reporting back to senior staff when people refused their care. This put people at risk of neglect and pressure sores.”
minorStaffing levels: “There's never been continuity, its worse now than it's ever been.”
minorCommunication with families: “Communication is never going to be on par with everything; 90% of the time it's fantastic, every now and again it's not.”
Strengths
· Outstanding responsiveness to changing needs, including specialist staff training for people with complex physical needs to remain in their own homes.
· Proactive dementia support including QCF level 3 dementia qualifications for seven senior staff and use of the VERA communication framework.
· Innovative use of assistive technology, including bed absence sensors, to promote independence and safety.
· Additional unpaid support worker role introduced to combat social isolation during and after the COVID-19 pandemic.
· Strong partnership working with Age UK, Dementia UK, Parkinson's UK, Willen Hospice, Marie Curie and Macmillan nurses.
Quality-Statement breakdown (24)
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: 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 careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control; supporting people to avoid social isolation and follow interestsOutstanding
responsive: Meeting people's communication needsOutstanding
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