Bristol ECHS, an extra care housing and domiciliary care service run by Mears Extra Care Limited, was rated Good across all five key questions, with people reporting they felt safe, well cared for, and supported by trained, person-centred staff. The rating dropped from Outstanding (under previous provider) to Good in caring and responsive, but governance, safeguarding, medication management and leadership were all assessed as effective and compliant.
Concerns (2)
minor
Medication management
: “The registered manager provided refresher medicine management training to a member of staff that had recently made a medicines error.”
minorOther: “We received mixed feedback about meals from people. Comments included, "The food could be better,"”
Strengths
· Robust recruitment procedures including DBS checks before staff appointed
· Staffing levels planned to meet needs, with six staff in mornings and two at night
· Staff received regular supervision, annual appraisals and up-to-date mandatory training
· Strong person-centred culture with staff attending hospital appointments to provide emotional support
· Effective quality assurance and governance with audits in medication, health and safety, infection control
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 standardsGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Adapting service, design, decoration to meet people's needsGood
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
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 candourGood
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