ForExcel Healthcare received an overall Good rating across all five key questions on its first CQC inspection, with relatives and staff reporting high satisfaction, safe staffing, and person-centred care. Two recommendations were made regarding the further development of formal quality assurance audits and partnership working as the service grows.
Concerns (2)
minor
Governance
: “At the time of the inspection and due to the level of personal care being limited, a formal audit was not used to monitor the quality of service.”
minorOther: “At the time of our inspection, the service had only just begun providing a regulated activity, therefore partnership working with other organisations was limited.”
Strengths
· Relatives reported the service was safe and staff were safety conscious, with one relative stating the person 'gives glowing reports of staff'.
· Staff were appropriately trained, with one relative confirming 'staff seem totally competent and know what they are doing'.
· Care plans were personalised and staff had good knowledge of individual needs, preferences and cultural backgrounds.
· Timekeeping was reported as good and staffing levels were sufficient to meet needs safely.
· Staff were described as kind, caring and respectful, with relatives expressing high satisfaction with care quality.
Quality-Statement breakdown (16)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and management; Preventing and controlling infectionGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
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
well-led: Continuous learning and improving care; engaging and involving people, public and staffGood
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