Pbcare Limited's first inspection rated the small domiciliary care agency Good across all five key questions, with safe recruitment, medicines management, training, person-centred culture and effective audits. Minor improvements were identified around care plan detail, capacity guidance, and learning from feedback about office contact.
Concerns (4)
minor
Care planning
: “one person's care plan recorded, 'Carer to promote independence' but there was a lack of direction about how staff should support the person with that.”
minorComplaints handling: “we had received some information that indicated that people's experience of contacting the office could have been better.”
minorMissed or late visits: “One relative they told us that due to traffic, sometimes staff were a few minutes late.”
minorConsent / capacity: “The registered manager told us they would develop more personalised guidance about people's capacity to make particular decisions about their care and day to day lives”
Strengths
· Comprehensive pre-service assessments leading to personalised care plans
· Robust safeguarding systems with trained, knowledgeable staff
· Proper recruitment including DBS checks and reference verification
· Safe medicines management with competency assessments and MAR monitoring
· Effective infection prevention and control practices including COVID-19 measures
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to live healthier lives and access healthcare servicesNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Duty of candour and being open and honest when something goes wrongNot rated
well-led: Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; continuous learning and improving careNot rated
well-led: Engaging and involving people, the public and staff; working in partnership with othersNot rated