This first inspection of Assured Care Services (MK), a small domiciliary care agency supporting three people with personal care, rated the service Good across all five key questions. Minor improvements were noted to the complaints procedure and the level of personalised detail in care plans, both of which the registered manager addressed.
Concerns (2)
minor
Complaints handling
: “the procedure implied that the Care Quality Commission investigate complaints. This is not the case as CQC cannot, by law, investigate individual complaints.”
minorCare planning: “The registered manager said they would expand this information to include more information. For example, peoples' hobbies, interests, likes and dislikes.”
Strengths
· Relatives reported people felt safe and were protected from abuse, neglect and discrimination
· Safe recruitment practices including DBS and character checks in place
· Sufficient staffing with no missed calls reported
· Staff received induction and training including manual handling, infection control and personal care
· Service worked within the principles of the Mental Capacity Act
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcareGood
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
well-led: Continuous learning and improving care; promoting a positive person-centred cultureGood
well-led: Duty of candour and information sharingGood
well-led: Managers and staff understanding roles, quality, risks and regulatory requirementsGood
well-led: Engaging and involving people, public and staffGood