Care Resolution – East London received a Good rating across all five key questions at its first CQC inspection in March–April 2021, with people and health professionals consistently praising person-centred, compassionate care and a responsive, well-supported management team. Minor record-keeping gaps were identified but promptly acknowledged and addressed by the registered manager.
Concerns (3)
minor
Record keeping
: “some recruitment documents for two care workers were not available in their files on the day of the inspection”
minorRecord keeping: “We found one inconsistency for a person's January 2021 MAR chart that had not been picked up during the monthly audit.”
minorConsent / capacity: “one care record could have been more detailed for a person who had capacity but had not signed to consent to their care”
Strengths
· People and relatives consistently praised the kind, caring and patient attitude of staff and the positive relationships developed.
· Electronic Call Monitoring system used to monitor visit compliance in real time, with prompt follow-up if staff did not log in.
· Robust medicines management including risk assessments, staff competency assessments, monthly MAR audits, and regular reminders to staff.
· Strong infection prevention and control practices throughout COVID-19, with consistent PPE supply and weekly staff testing.
· Staff received regular supervision, induction with shadowing, competency assessments, and felt well supported by management.
Quality-Statement breakdown (24)
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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 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: End of life care and supportGood
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: Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood