First inspection of this newly registered domiciliary care agency, rated Good overall and across all five key questions. Minor concerns about access to the out-of-hours on-call service and visit timings were identified and being addressed by the registered manager.
Concerns (2)
minorCommunication with families
: “some people told us that they had, on occasions, been unable to access the out of hours on-call service.”
minorMissed or late visits: “Some people felt the timings of visits could be better and the registered manager was aware of this and looking into improvements in this area.”
Strengths
· Thorough assessments and person-centred care planning involving people and reflecting cultural and language preferences
· Safe medicines management with monthly record reviews and competency checks
· Robust safeguarding systems with trained, confident staff
· Comprehensive induction including the Care Certificate and ongoing training
· Diverse workforce able to match staff to people's cultural and language needs
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated