Date of Assessment: 25 March to 15 October 2024. Onecall24 Healthcare Limited is a homecare service that provides personal and nursing care to children and adults with complex care and support requirements, in their own homes and in the wider community. At the time of our assessment 36 people were using the service. The last rating for this service was good (report published 4 May 2022). We carried out this assessment because of the growth of the service since it was first registered in 2020; because of the recent change of registered manager and because of the increased volume of external and internal notifications and communication. The service remains good following this assessment. People received a safe service, were protected from abuse and neglect and had their human rights promoted. The service followed safe recruitment processes and there were enough staff deployed to support people. There were effective processes to ensure people’s medicines were managed and administered safely. Care and risk management plans were individual and met the needs of people using the service. Staff knew people well and understood how they liked to be supported. There was a clear management structure and staff felt supported in their roles. The provider sought feedback from people, relatives and staff and used this to develop the service. There were effective systems to monitor the quality of the service and to identify and drive improvements when required. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
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Onecall24 Healthcare Limited, a domiciliary care agency providing complex personal and nursing care to 14 adults and children, was rated Good across all five key questions at its first inspection. Inspectors found robust risk management, safe recruitment matched to individuals, well-managed medicines, person-centred care planning and strong leadership with effective partnership working.
Strengths
· People and families closely involved in planning and delivery of care, including recruitment of staff teams
· Comprehensive risk assessments and extensive contingency plans for medical emergencies and equipment failures
· Safer recruitment processes including DBS checks and bespoke recruitment matched to each person's needs