Circle of Care Office, a domiciliary care agency in Exmouth serving 40 people receiving personal care, was rated Good overall with an Outstanding rating for Caring at its first inspection in September 2022. The service demonstrated exceptional person-centred care with no failure themes identified, characterised by staff who went significantly above and beyond their duties and robust governance systems.
Strengths
· Exceptionally caring staff who went above and beyond, including delivering Christmas hampers to people living alone and supporting people through bereavement.
· Outstanding end-of-life care with person-centred approaches, including enabling people to die at home and staff memorial events on the beach.
· Comprehensive call monitoring system ensuring no missed or late visits, with real-time logging of staff in and out of visits.
· Strong governance with regular audits identifying areas for improvement and resulting in additional staff training.
· Staff supported people to overcome social isolation, including helping a person with severe anxiety to leave the house for the first time.
Quality-Statement breakdown (23)
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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 diversityOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
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: Supporting people to develop and maintain relationships to avoid social isolationGood
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 performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood