Glory House, a domiciliary care agency in Leeds supporting 14 people, was rated Good overall at its first inspection following 2021 registration. Quality monitoring and care plan audits were not always completed, prompting a recommendation, but people felt safe, well cared for and supported by trained, person-centred staff.
Concerns (5)
moderate
Governance
: “Although some systems and audits were in place to drive improvements within the service, no care plan audits had been completed.”
moderateRecord keeping: “The records we reviewed showed multiple duplicate entries for the same visit by staff, often at different times to the visit.”
minorCare planning: “Whilst we feel involved, we do not have a copy of the plan, because it comes and goes with the staff on their phone.”
minorCommunication with families: “Most things are fine but we have been requesting a rota for weeks, so we know who is coming but are still waiting for it.”
minorMissed or late visits: “The care staff usually arrive on time but they only call if they are going to be later than planned about 50% of the time.”
Strengths
· Effective safeguarding systems with staff trained and confident in escalating concerns
· Robust recruitment procedures including DBS and right to work checks
· Safe medicines management with trained staff and competency checks
· Comprehensive induction, mandatory training and Care Certificate completion
· Person-centred, respectful care that promotes dignity and independence
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk from abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
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: Continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood