Denise Care Limited received a Good rating across all five key questions at its first CQC inspection, with relatives consistently praising the kindness, personalisation and competence of staff and the registered manager. The service demonstrated safe recruitment, effective medicines management, robust governance and strong partnership working with health professionals.
Strengths
· Staff demonstrated strong safeguarding knowledge and relatives felt confident reporting concerns to the registered manager
· Medicines were managed safely with trained staff, competency assessments, and well-organised MAR records
· Thorough, person-centred care planning incorporating input from relatives and health professionals
· Effective infection prevention and control practices including consistent PPE use and COVID-19 testing
· Responsive leadership with the registered manager providing direct care, quality audits, and timely communication with health professionals
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitment; Learning lessons when things go wrongGood
safe: Using medicines safelyGood
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 diet; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
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 culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood