Jennifer M Whittall Ltd, a specialist case management domiciliary care provider in Telford, achieved a Good rating across all five key questions at its first CQC inspection in September–November 2022. The service demonstrated strong person-centred care, safe recruitment and medicines management, effective multi-agency working, and robust governance for its five supported people.
Strengths
· People felt safe with staff and risks were regularly assessed with mitigation plans in place
· Staff received bespoke and mandatory training tailored to individual needs, including specialist procedures such as PEG management
· People were supported to maintain independence, hobbies and interests despite life-changing injuries
· Effective governance systems including audits, observations of staff practice and regular care reviews
· Strong partnership working with health and social care professionals, legal deputies and court-appointed trustees
Quality-Statement breakdown (24)
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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: 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: Continuous learning and improving careGood
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
well-led: How the provider understands and acts on the duty of candourGood