Able Care and Support Services Ltd is an Outstanding-rated domiciliary care agency serving 86 people, recognised for its exceptionally person-centred culture, high-calibre staff training, and innovative approaches to end-of-life and dementia care. No regulatory failures or failure themes were identified; the service improved from Good to Outstanding overall since its December 2016 inspection.
Strengths
· Exceptionally person-centred culture with staff building genuine caring relationships; people reported looking forward to visits and feeling safe.
· High-standard 'Boot Camp' induction embedding Six C's values, with all staff working towards Level 3 qualifications and bespoke specialist training from a local teaching hospital.
· Consistent staffing model with 'floater' cover ensuring continuity; proactive communication with service users about any delays.
· Enhanced medication risk assessments, monthly MAR audits, and colour-coded MAR sheets introduced following incident learning.
· Outstanding end-of-life care recognised with a Dignity in Care award; staff trained in cardiovascular disease, stroke and arthritis awareness to keep people at home longer.
Quality-Statement breakdown (23)
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 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 preferencesOutstanding
responsive: End of life care and supportOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: How the provider understands and acts on the duty of candour; managers and staff being clear about their rolesOutstanding
well-led: Engaging and involving people using the service, the public and staffOutstanding
well-led: Continuous learning and improving careOutstanding
well-led: Working in partnership with othersOutstanding
Able Care and Support Services Ltd received a Good rating across all five key questions at its October 2016 inspection, demonstrating safe staffing practices, well-supported and trained staff, and a highly person-centred culture praised extensively by people using the service and their families. No regulatory breaches or areas requiring improvement were identified.
Strengths
· People and family members were highly complimentary about the standard of care, describing staff as going 'above and beyond' and 'the extra mile'.
· Robust recruitment procedures including DBS checks, multiple references, and proof of identity for all staff.
· No agency staff used; consistent familiar staff visiting people, supporting continuity of care.
· Comprehensive medicines management including competency assessments, MAR audits, and secure storage of controlled drugs.
· Staff received extensive mandatory and specialist training including end of life care, with all staff holding accredited end of life certificates.