Age Concern Home Care North Manchester was rated Good across all five key questions at this remote inspection of 107 people receiving personal care. Minor recommendations were made regarding weekend staffing consistency and ensuring care plans fully reflect current needs including input from external professionals.
Concerns (2)
minor
Staffing levels
: “Rota's showed people received support from a regular and consistent staff team during the week, but some people and relatives said this was not always at case at the weekends.”
minorCare planning: “Some care plans lacked detail on support required. For example, 1 person had Insulin administered by the district nurses and although this wasn't a service provided by the provider.”
Strengths
· People were supported safely with risks assessed and mitigated effectively, and medicines administered safely.
· Staff received thorough induction, Care Certificate, regular training, supervision, appraisals and spot checks.
· People and families reported consistently kind, dignified and respectful care from a stable, longstanding staff team.
· Care plans were personalised and accessible via a secure app, with people involved in their creation.
· Strong governance systems including regular audits of medicines and care records to drive improvements.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuse and avoidable harmGood
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: 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: 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: How the provider understands and acts on the duty of candour; continuous learning and improving careGood
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