Everycare Hillingdon received an overall Good rating across all five key questions at its September 2023 inspection, with people and relatives consistently reporting safe, caring and personalised support. Two recommendations were made regarding embedding lessons-learned processes into incident and complaint reviews, and medicine risk assessments were found to lack complete prescribed-medicine listings, though the provider addressed both promptly following the inspection.
Concerns (4)
moderateIncident learning: “The incidents were not always analysed to identify actions which could reduce further risks. For example, the record for 1 incident identified that a person had experienced a fall when trying to let the staff member into their home. There was no guidance for staff on how the risk”
moderateCare planning: “Where a person had been identified as living with a medical condition such as neurological illnesses or diabetes there was not always enough detail for staff on the condition.”
moderateMedication management: “The risk assessment did not identify medicines the person had been prescribed which were not administered by staff...the risk assessment did not list all the medicines prescribed which included a medicine to thin the person's blood.”
minorComplaints handling: “The provider had not undertaken a review of the complaint to identify possible lessons which could be learnt from the issues raised. This meant the provider did not identify what longer term actions or changes to systems could be taken to prevent the issues from the complaint occ”
Strengths
· People felt safe when receiving care and relatives confirmed staff were kind, respectful and caring.
· Robust recruitment processes including DBS checks, identity verification and two references.
· Staff completed mandatory training including the Care Certificate, infection control and food hygiene.
· Electronic care planning system provided alerts for missed or late visits and unrecorded medicines administration.
· Care plans identified cultural, religious and communication preferences; staff matched to people by language.
Quality-Statement breakdown (21)
safe: Learning lessons when things go wrong; safeguardingGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
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 to provide consistent, effective, timely careGood
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: Improving care quality in response to complaints or concernsGood
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: End of life care and supportNot rated
well-led: Continuous learning and improving care; managers and staff being clear about their rolesGood
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