safe:Goodeffective:Goodcaring:Goodresponsive:Goodwell-led:Inspected but not rated
Support & Connections Office was rated Good overall at its January 2017 inspection, with a single service user receiving well-planned, person-centred care from trained and well-supported staff. The only notable gaps were the absence of formal quality audits and service user feedback mechanisms, attributed to the service's very recent operational start.
Concerns (2)
minor
Governance
: “The provider was not currently carrying out a range of quality checks of the service as only one person was receiving a service when we visited.”
minorPerson-centred care: “they had not, as yet, sought the feedback of the person's experiences of the care and support they had received. The registered manager told us they planned to undertake this in the next six months.”
Strengths
· Staff knew their safeguarding responsibilities and the signs of abuse, with clear escalation processes in place.
· Robust recruitment processes including DBS checks and reference gathering were consistently followed.
· Staff received relevant training including MCA, epilepsy, equality and diversity, and first aid, with individual training plans maintained.
· Person-centred support planning involved the individual in devising, signing and reviewing their care plan.
· Staff were punctual, flexible and responsive to the individual's preferences, including preference for male staff.
Support & Connections Office, a small domiciliary care agency in Melton Mowbray serving one person at the time of inspection, was rated Good across all five key questions under the KLOE framework. The service demonstrated strong person-centred practice, safe recruitment, effective staff training, and active community engagement with no failure themes identified.
Strengths
· Staff demonstrated strong safeguarding knowledge and whistleblowing awareness
· Person-centred support plans developed with full involvement of the person and their relative
· Flexible support agreements allowing people to make changes to their care arrangements
· Strong community links including day opportunities and a second-hand book shop drop-in
· Regular supervision, appraisals and accessible registered manager fostering good staff morale
Quality-Statement breakdown (18)
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: Learning lessons when things go wrongGood
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: Staff working with other agencies to provide consistent, effective, timely care
Good
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: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
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, fully considering their equality characteristicsGood