Smarter Care Provision Ltd received a Good rating across all five key questions at its first CQC inspection in October 2022, demonstrating safe, person-centred care with strong risk management, well-trained staff and effective governance systems. Minor improvements were identified around offering paper copies of medicines and care plan records to people who preferred them, and strengthening mechanisms for capturing and communicating people's feedback.
Concerns (3)
minor
Record keeping
: “People told us there were no paper copy of the medicines sheet kept in their home and that they only had access to the medicines record online.”
minorPerson-centred care: “I want a written copy of my medicine record and don't want access to an electronic records" "I would like paper copy of my care plan.”
minorGovernance: “We received some mixed feedback from people that had not been communicated to the provider.”
Strengths
· People felt safe with care staff and reported no falls since the service began; robust individual and environmental risk assessments were in place.
· Detailed, personalised and regularly reviewed care plans reflected people's current needs, preferences and aspirations.
· Registered manager was a qualified occupational therapist and trainer, enabling strong in-house staff training including the Care Certificate.
· Staff received regular supervision every 6 weeks and an annual appraisal, and reported feeling well supported by management.
· Service matched staff to people considering language and culture, and employed staff with specialist communication skills including BSL and Makaton.
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 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: 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: Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersGood