Orchard Home Care Services Limited improved from Requires Improvement to Good across Safe, Effective and Well-led key questions, resolving a previous breach of Regulation 17 (Good Governance). A recommendation remains regarding oversight of visit timeliness, as staff reported feeling rushed and the provider's electronic monitoring system was not yet operational.
Concerns (3)
moderate
Missed or late visits
: “Staff told us they sometimes felt rushed or were late to visits. Some told us that they felt they were not allocated sufficient travel time.”
moderateGovernance: “The provider still only had limited oversight of visit timing and consistency to monitor for trends. They were introducing new electronic systems to help them monitor this, but the system was not yet in use.”
minorCommunication with families: “Some staff told us communication could be improved or they raised issues several times before they felt listened to.”
Strengths
· People were supported to live as independently as possible with maximum choice and control of their lives.
· Medicines were safely managed with appropriate staff training and regular competency checks.
· Recruitment was safe with sufficient staffing levels and people supported by consistent, matched staff teams.
· Staff had regular training, supervisions, appraisals and competency checks.
· Quality assurance audits had improved and were identifying and addressing issues since the previous inspection.
Quality-Statement breakdown (15)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
safe: Using medicines safelyGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
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: Ensuring consent to care and treatment in line with law and guidanceGood
well-led: Managers and staff being clear about their roles, quality performance, risks and regulatory requirements; continuous learningGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood