Yes Care Services - Liverpool received an overall rating of Good on its first CQC inspection, with staff praised for their kindness, safe medication management, and effective partnership working. The Responsive domain was rated Requires Improvement due to gaps in care plan detail and inconsistent personalised care delivery, with a recommendation issued to the provider to address these shortfalls.
Concerns (4)
moderate
Care planning
: “one person's care plan around diabetes did not contain information around how the person presents when they were experiencing hypoglycaemia or a 'hypo'”
moderatePerson-centred care: “Some relatives felt the service did not always do some basic tasks for people, such as wiping around the kitchen, throwing out of date food away”
moderateRecord keeping: “Another person who requires food to be pureed, was not always consistently having this documented in their food charts.”
minorCommunication with families: “One person said, 'The office never call me about being late.' Another person told us the on call system at the weekend was not always working.”
Strengths
· People felt safe and staff knew how to report safeguarding concerns; recruitment procedures were safely managed with all pre-employment checks completed.
· Medication processes and systems were in place to ensure people received their medications safely, including PRN medication plans.
· Staff treated people with kindness, compassion and dignity; relatives praised staff as 'respectful and understanding'.
· Care plans promoted people's dignity and independence, with emphasis on choice language such as 'ask', 'involve' and 'respect'.
· Incidents and accidents were promptly reported to CQC with remedial action and learning implemented across the service.
Quality-Statement breakdown (21)
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Preventing and controlling infectionGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff support: induction, training, skills and experienceGood
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
effective: Staff working with other agencies; Supporting people to live healthier lives and access healthcare servicesGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships; support to follow interests and activitiesGood
responsive: Improving care quality in response to complaints or concernsRequires improvement
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: Continuous learning and improving careGood
well-led: Engaging and involving people; working in partnership; promoting a positive cultureGood
well-led: How the provider understands and acts on the duty of candourGood