Phoenix All Care Ltd was rated Good overall at this first inspection, with safe, effective, caring and well-led all Good. Responsive was rated Requires Improvement due to underdeveloped person-centred care plans and gaps in offering end of life care planning.
Concerns (6)
moderateCare planning
: “people did not have a detailed and person-centred care plan outlining different aspects of their lives and support needs, and how staff were to support in key areas”
moderatePerson-centred care: “This meant there was a risk of people not receiving consistently personalised care or care which met their needs, particularly when these changed or increased.”
moderateEnd-of-life care: “Improvements were required to ensure people receiving a package of support had the opportunity to discuss end of life wishes and preferences if they wanted to”
moderateRecord keeping: “People did not have a care plan in their homes and told us they had not seen or signed a copy.”
minorGovernance: “The registered manager had started to develop their system of quality assurance checks to ensure good oversight of the running of the service.”
minorIncident learning: “no incidents or accidents had occurred since the provider started to deliver packages of care. They were aware of processes to follow and planned to introduce an accident and incident form.”
Strengths
· Safe recruitment practices with appropriate checks on staff suitability
· Consistent care provided by a small team including the registered manager
· Staff trained to recognise abuse and follow safeguarding protocols
· Sufficient PPE available and staff participating in COVID-19 testing
· Registered manager is a qualified nurse who trains staff in healthcare tasks
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: Supporting people to live healthier lives, access healthcare services and supportNot 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: End of life care and supportNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: 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: Engaging and involving people using the service, the public and staff; Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated