Neighbourhood Care HQ, a domiciliary care agency serving 45 people in Burnham-on-Sea and Highbridge, received a Good rating across all five key questions at its first inspection under its new registration in September 2022. The service demonstrated consistent, reliable, person-centred care underpinned by strong leadership, a positive staff culture, safe recruitment and medicines management, and effective partnership working with health professionals.
Strengths
· People received safe, consistent, reliable care with no missed visits and positive feedback on punctuality and timekeeping.
· Staff were recruited safely and supported by a robust induction, supervision, and training programme aligned with the Care Certificate.
· Medicines were managed and administered safely with fully completed and regularly audited MAR sheets.
· People were treated with dignity, respect, and compassion by kind, caring staff who promoted independence and person-centred care.
· The service arranged activities and outings to reduce social isolation, including trips, parties, and community events.
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of 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: 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
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
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: 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
responsive: Meeting people's communication needsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
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 staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving careGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood