Absolute Care Services is a domiciliary care agency providing personal care to 126 older people, funded by the London Borough of Greenwich. The last rating for this service was Good (published 30 June 2023). This inspection was prompted by concerns about infection prevention, medicines management, and staff call scheduling. We conducted a targeted assessment focused on 6 quality statements under the key questions: Is the service safe and well-led? The assessment team consisted of an inspector and an Expert by Experience. The on-site inspection was announced, and we gave the provider 48 hours’ notice to ensure the registered manager would be available. Inspection activity began on 22 August and concluded on 28 August 2024. We found no evidence that people were at risk of harm. Medicines were well-organised, infection control measures followed best practices, and staff call scheduling was well-coordinated, ensuring punctuality. Staff provided consistent care, supporting the same group of people to meet their personal needs and routines. Staff were thoroughly vetted and trained, with the necessary skills and knowledge to deliver safe care. Safeguarding procedures were in place, with staff trained to recognise and report abuse. Managers worked with relevant agencies to ensure people's safety when concerns arose. The provider maintained effective oversight systems to ensure the quality and safety of the service. The managers and staff understood the importance of continuous improvement and learning lessons when things went wrong.
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Absolute Care Services (Richmond & Wandsworth) received a Good rating across all five key questions on its first CQC inspection, with 86 people receiving personal care at the time. The service demonstrated safe, person-centred care delivery, well-supported and trained staff, effective governance and an open leadership culture with no areas of concern identified.
Strengths
· People and relatives felt safe and reported staff were professional, competent and caring
· Robust recruitment process including scenario-based interviews, DBS checks and 6-month probationary period
· Medicines safely administered, regularly audited and records fully completed and up to date
· Staff received comprehensive induction based on Skills for Care Certificate and regular mandatory training updates
· Person-centred care plans agreed with people and relatives, reviewed at least every 3 months
Quality-Statement breakdown (23)
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: 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 to provide consistent, effective, timely careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
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: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
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; working in partnership with othersGood
well-led: Continuous learning and improving careGood