Home Instead Aylesbury Vale and North East Oxfordshire was rated Good across all five key questions at its first inspection as a newly registered service. Minor concerns were noted around office communication responsiveness and one staff member's view on staffing levels, but overall the service was safe, effective, caring, responsive and well-led.
Concerns (2)
minor
Communication with families
: “Communication is very poor, not returning emails or phone calls.”
minorStaffing levels: “I don't think we have enough staff to meet people's needs, as I am always being asked to cover shifts and I have heard a number of other carers complaining about being given to many hours.”
Strengths
· People felt safe and staff were trained in safeguarding and knew how to report concerns
· Robust recruitment processes including DBS checks
· Risk assessments in place and regularly reviewed for each person
· Medicines administered safely with accurate, up-to-date records
· Staff received induction linked to the Care Certificate and ongoing training
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; supporting people to access healthcare servicesGood
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: 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