First inspection of a small domiciliary care agency in Manchester providing personal care to two people, rated Good overall and across all five key questions. Care was safe, effective, caring, responsive and well-led, though quality assurance systems were noted as not yet fully tested due to the small number of care packages.
Strengths
· Reliable service with no missed or late calls reported; relatives praised staff punctuality
· Effective safeguarding systems and trained staff who knew how to escalate concerns
· Robust recruitment checks including DBS
· Person-centred, compassionate care respecting people's culture, diversity, privacy and dignity
· Staff received induction, ongoing training, Care Certificate completion and supervisions
Quality-Statement breakdown (20)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; learning lessonsGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standardsGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
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 controlGood
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: Managers and staff being clear about their roles and understanding quality, risks and regulatory requirementsGood
well-led: Promoting a positive, person-centred culture and duty of candourGood
well-led: Engaging and involving people, public and staff; working in partnershipGood