Atwell Care Limited, a small family-run domiciliary care agency supporting 17 people, was rated Good across all five key questions at its first inspection. Despite COVID-19 staffing challenges, the provider mitigated risks by scaling back packages and people reported safe, reliable, person-centred care from a hands-on registered manager.
Concerns (2)
minor
Staffing levels
: “The service had experienced staffing challenges over the COVID-19 pandemic. The registered manager told us they had given notice on some packages in a local area they could not cover.”
minorStaff training: “One member of staff told us they did not have access to the provider's policies. We shared this with the registered manager who told us they would remind staff of how to access all the policies.”
Strengths
· Safe medicines management with electronic MAR system that alerts office staff to missed doses
· Good timekeeping and continuity of care reported by people and relatives
· Strong infection prevention and control practices including PPE availability and COVID-19 testing
· Hands-on registered manager who delivers care alongside staff and knows people well
· Robust quality monitoring with regular spot checks, audits and electronic visit tracking
Quality-Statement breakdown (23)
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 live healthier lives, 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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive, person-centred cultureGood
well-led: Duty of candourGood
well-led: Managers and staff being clear about their roles; continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staffGood