Home Counties Carers achieved an Outstanding overall rating at its July 2023 inspection, retaining the same rating from 2017, with exceptional performance in Caring and Well-led driven by a deeply person-centred culture, compassionate and stable staffing, and strong community and multi-agency partnerships. Safe, Effective and Responsive were all rated Good with no identified breaches of regulation or significant areas for improvement.
Strengths
· Exceptional person-centred culture with staff consistently going above and beyond, including personal gestures such as delivering Jubilee mugs, cream teas, flowers and birthday cakes to people supported.
· Strong, stable staffing with effective recruitment practices, thorough inductions, continuous training including the Care Certificate, and regular competency spot checks.
· No missed calls reported; robust contingency planning for sickness/absence and emergencies including bad weather.
· Medicines managed safely with electronic MAR charts, PRN protocols, and staff signed off only after observed competency assessment.
· Outstanding leadership with provider and registered managers personally engaged with staff wellbeing, university research partnerships, and community charity initiatives.
Quality-Statement breakdown (22)
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: Preventing and controlling infectionGood
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: 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
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and supportGood
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 empoweringOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: Working in partnership with othersOutstanding
well-led: How the provider understands and acts on the duty of candourGood
Home Counties Carers received an Outstanding overall rating at its first inspection of this location in July 2017, excelling across effective, caring, and well-led domains through innovative training, compassionate staff, and strong community engagement. The service demonstrated exemplary leadership, person-centred practice, and robust governance, with no areas of concern identified.
Strengths
· Staff consistently exceeded expectations, going beyond contracted hours to support people's wellbeing and social inclusion.
· Highly creative and effective staff training including university immersion projects, cookery training, and MCA visual tools.
· Strong person-centred care with detailed care plans, regular reviews, and staff who knew people's preferences and backgrounds well.
· Excellent nutritional support including bespoke cookery training, a staff-created recipe book, and tailored dietary plans.
· Proactive advocacy for people with healthcare professionals, including chasing referrals and supporting hospital discharge.
Quality-Statement breakdown (24)
safe: Staffing deployment and consistencyGood
safe: Safe recruitment practicesGood
safe: Risk assessment and managementGood
safe: Accident and incident managementGood
safe: Safeguarding awareness and practiceGood
safe: Medication managementGood
effective: Nutrition and hydration supportOutstanding
effective: Working with healthcare professionalsOutstanding