Agrade Community Care Services Limited, a domiciliary care agency supporting 39 people, retained an overall Good rating across all five key questions following a responsive inspection prompted by a safeguarding concern. Minor issues were noted around emergency guidance in care records and a single formal complaint lacking a written outcome, both acknowledged by the registered manager.
Concerns (3)
moderate
Staff competency
: “A recent investigation had established that a staff member had not provided the appropriate required care for a person.”
minorComplaints handling: “We did note one formal complaint had been addressed via a phone call; no written conclusion/outcome was provided.”
minorCare planning: “care records did not contain guidance on how to ensure people were safe in an emergency when staff were present.”
Strengths
· People felt safe and protected from avoidable harm by kind, friendly staff
· Medicines were managed safely with regular audits identifying errors
· Robust infection control and Covid-19 measures in place
· Staff were well trained, received regular supervision and competency assessments
· Person-centred care plans tailored to individual needs and preferences
Quality-Statement breakdown (26)
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 to provide consistent, effective, timely careNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot 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: Supporting people to develop and maintain relationships to avoid social isolationNot 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: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated