Personalised Community Care received a Good rating across all five key questions at its first CQC inspection in October/November 2021, with relatives praising staff as kind, well-trained and trustworthy. The service demonstrated strong person-centred care, safe medicines management, robust recruitment, and effective leadership from a highly regarded registered manager.
Strengths
· Relatives expressed overwhelming trust and confidence in staff, with consistent positive feedback about kindness, compassion and reliability
· Staff received comprehensive induction including shadowing, Care Certificate, mandatory and specialist training (e.g. PEG administration, hoist use)
· Medicines were administered safely with staff training and competency assessments, plus regular audits and spot checks by the registered manager
· Care plans were person-centred with individual 'pen profiles', regularly reviewed and accessible electronically to both staff and relatives
· Safe recruitment practices in place including DBS checks, two written references, identity verification and employment gap exploration
Quality-Statement breakdown (18)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
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; staff working with other agencies; 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 diversityGood
caring: Supporting people to express their views and be involved in making decisions about their care; respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control; supporting relationships and activitiesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; duty of candourGood
well-led: Engaging and involving people, the public and staff; continuous learning and improving care; working in partnershipGood