Family Homecare Ltd was rated Good overall at its September 2023 inspection, with care delivery praised for consistency, compassion and personalisation across four key questions. Well-led was rated Requires Improvement due to ineffective governance oversight, task-focused care records lacking person-centred detail, and a missed statutory safeguarding notification to CQC.
Concerns (7)
critical
Safeguarding
: “The registered manager was aware of their responsibilities around notifying CQC, however had not sent in a key notification around a safeguarding incident.”
moderateGovernance: “The registered manager did not have effective systems to support them to have full oversight of the service.”
moderateCare planning: “Written risk assessments and care records were task focused and did not reflect the person-centred care people received.”
moderateIncident learning: “The registered manager did not have formal systems to check issues had been dealt with or to pull together learning to help ensure mistakes did not re-occur.”
minorRecord keeping: “Recruitment folders were not well ordered. It was difficult to track what actions had been taken and if there were any gaps.”
minorComplaints handling: “Complaints records were not well ordered and it was difficult to track the actions that had been taken to concerns.”
minorEnd-of-life care: “Staff told us they had not had specific training around end of life. We discussed this with the registered manager, who told us there was training booked for August 2023.”
Strengths
· People felt safe and praised consistent, compassionate care staff who knew them well and went above and beyond.
· Staff supported people safely with medicines and infection control, with senior staff assessing competency.
· Robust induction including Care Certificate, shadowing with senior carers, and ongoing professional development.
· Care was personalised and adapted to changing needs; staff matched to individuals based on preferences.
· Open, inclusive culture with approachable management; regular wellbeing calls continued post-pandemic.
Quality-Statement breakdown (19)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; Supporting people to express their viewsGood
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: Improving care quality in response to complaints or concernsGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; Duty of candourGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood