Jewel Home Support (Lancs) was rated Good overall following a focused inspection of safe and well-led, with safe remaining Good and well-led remaining Requires Improvement due to complaints governance and record-keeping improvements still needing time to embed. People felt safe and well cared for by a consistent and knowledgeable staff team, though risk assessments lacked sufficient person-centred detail and governance processes required further development.
Concerns (5)
moderateGovernance: “further time was required to demonstrate the effectiveness of improved practices.”
moderateComplaints handling: “complaints were not audited and reviewed to help identify themes and prevent recurrence. Complaints, any late or missed calls were dealt with as and when they happened.”
minorCare planning: “not all risk assessments were recorded in a person-centred way and did not always contain enough guidance for staff to follow.”
minorRecord keeping: “audits had highlighted shortfalls in the quality and accuracy of care notes recorded by staff.”
minorCommunication with families: “some people did comment it would be useful if the office contacted them more regularly.”
Strengths
· Staff were knowledgeable about individual risks and people felt safe with the care provided.
· Medicines were managed safely and staff were trained and competent to administer medicines.
· People were supported by a consistent staff team who knew their needs and routines well.
· Staff felt well supported by management following improvements to supervision and appraisal systems.
· An electronic monitoring system was introduced to alert managers to missed or late calls in real time.
Quality-Statement breakdown (11)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careRequires improvement
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
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