Ever Care, a domiciliary care service supporting 14 people, was rated Good across all five key questions on its first CQC inspection in October–November 2022. Minor gaps in risk documentation and 'as required' medication protocols were identified but promptly rectified by the registered manager before the second inspection visit.
Concerns (2)
minor
Record keeping
: “risks identified by the registered manager had not always been recorded thoroughly. This meant staff did not always have complete written information regarding people's risk management.”
minorMedication management: “a small sample of 'as required' medicines did not include protocols to advise staff of when to offer or administer these medicines.”
Strengths
· Exceptional attention to nutritional and hydration needs, including proactive support for a person with diet-controlled diabetes to access health appointments and a varied diet.
· Staff consistently attended visits on time with no missed calls; relatives were proactively informed of any delays.
· Registered manager undertook daily audits of care and medicine administration records, acting promptly on any issues identified.
· People were paired with staff who spoke their language to support inclusive communication where English was not a first language.
· Staff felt well-supported, with the registered manager accommodating personal circumstances and fitting rotas around commitments.
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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: Staff working with other agencies to provide consistent, effective, timely careGood
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: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood