Age UK Lincoln received a Good rating across all five key questions at its announced inspection on 28–29 June 2016, demonstrating strong person-centred care, robust governance, values-based leadership, and innovative service development including a hospital avoidance response team. No failures or regulatory breaches were identified.
Strengths
· Strong person-centred culture with staff knowing people as individuals and respecting their wishes, choices and dignity
· Robust staff recruitment, induction including the Care Certificate, and regular supervision with direct observation every eight weeks
· Well-organised staffing and rota management ensuring sufficient time for care and social interaction; minimum half-hour visits
· Proactive medication management with accurate records, audits and regular updates to medication training
Age UK Lincoln & South Lincolnshire is a domiciliary care agency rated overall Good following a March 2019 inspection, with strong person-centred care, safe medicines management, and positive feedback from all people and relatives. The Well-Led domain was rated Requires Improvement solely because no registered manager was in post at the time of inspection, though the acting manager demonstrated commitment to quality and was planning to register with CQC.
Concerns (2)
moderateGovernance — “As there is currently no registered manager the well-led section of this report is rated requires improvement.”
moderateLeadership — “We could not rate this domain higher than requires improvement in line with our inspection model and principles as there was no registered manager in post.”
Strengths
· People and relatives gave consistently positive feedback about care and felt very safe and secure with staff.
· Medicines were administered as prescribed and closely monitored with appropriate protocols in place.
· Staff demonstrated strong safeguarding awareness and knew how to report concerns.
· Care plans were detailed, personalised, and regularly reviewed to reflect people's changing needs.
· Staff were respectful, promoted dignity and independence, and built trusting relationships with people.
Quality-Statement breakdown (19)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Preventing and controlling infection; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
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: Staff working with other agencies to provide consistent, effective, timely care
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Good
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 meet people's needs, preferences, interests and give them choice and controlGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Planning and promoting person-centred, high-quality care and support with openness; duty of candourRequires improvement
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement
well-led: Continuous learning and improving careRequires improvement