First inspection of Tailor Care (Southampton), a small domiciliary care agency supporting five people, rated Good overall and across all five key questions. Inspectors found a safe, person-centred and well-led service with visible leadership, consistent staff, effective risk management and a clear commitment to careful growth and continuous improvement.
Strengths
· Provider carefully managed growth, keeping the service small to promote safety and quality
· Registered manager and managing director were heavily involved in day-to-day care delivery and visible to people and families
· Consistent, regular staff teams promoted positive relationships and people knew who was supporting them
· Effective risk management including business continuity plan, non-entry policy and out-of-hours on-call service
· Person-centred and flexible response to changing needs, including arranging continuous care at short notice to prevent a failed hospital discharge
Quality-Statement breakdown (24)
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; supporting people to access healthcareGood
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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood