Phoenix Care & Support Services 24/7 Ltd improved from Requires Improvement to Good across all three inspected key questions (Safe, Responsive, Well-led), with notable progress in risk assessments, recruitment, medicines management, governance, and end of life care planning. The only minor issue identified was inconsistent recording of open dates on liquid medicines, which was promptly addressed with no harm caused.
Concerns (1)
minorRecord keeping: “There was some inconsistency in staff recording of open dates on people's liquid medicines. We raised this with the house manager and care manager.”
Strengths
· Risk assessments improved since last inspection, made specific to each person's presenting risks with positive risk taking encouraged.
· Recruitment procedures improved and now robust, including enhanced DBS checks.
· Medicines formally and regularly audited with staff competency assessed; medicines records legible, complete and audited.
· Accident and incident reports reviewed by management with learning shared via team meetings, handovers and supervision.
· End of life wishes sensitively explored and recorded since last inspection, with Easy Read end of life plans in place.
Quality-Statement breakdown (17)
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
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: Supporting people to develop and maintain relationships to avoid social isolationGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
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: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood