First inspection of this small domiciliary care agency rated Good across all five key questions, with one person receiving personal care at the time. The service delivered personalised, culturally-appropriate care underpinned by trained staff, robust governance and an experienced registered manager.
Strengths
· Personalised care matched to people's cultural and language needs, including staff from the same cultural background
· Thorough assessments and regularly reviewed care plans developed with people's involvement
· Staff were suitably trained, supported through spot checks, regular meetings and individual appraisals
· Robust recruitment processes including identity, right to work, references and criminal record checks
· Effective governance with regular audits, feedback collection and quality monitoring systems
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 and supporting people to access healthcare servicesGood
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: Supporting people to develop and maintain relationships and follow interestsGood
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, understanding quality performance, risks and regulatory requirements; duty of candourGood
well-led: Continuous learning and improving careGood