Reed Specialist Recruitment Ltd – Community Care – Manchester was rated Good overall and across all five key questions, with safe recruitment, effective training, person-centred care and engaged leadership. Minor issues around staff continuity, late calls and office communication had reportedly improved, and formal feedback gathering was being reviewed.
Concerns (4)
minor
Staffing levels
— “Two relatives told us, sometimes, different staff were in attendance, however, the provider assured us they were continuing to recruit to ensure care was as streamlined as possible”
minorCommunication with families — “Relatives told us there had been some issues around communicating with the office when there were changes in people's call times, however, this had improved.”
minorMissed or late visits — “Complaints were generally around late calls or a lack of communication, however, relatives told us this had improved.”
minorOther — “Feedback had not been recently gained from staff, people who used the service or their families formally, however, this was something the provider was reviewing.”
Strengths
· Safe recruitment processes and pre-employment checks in place
· Staff received induction and person-specific training including epilepsy and PEG tube feeding
· Risk assessments captured risks and mitigation actions
· Infection control well managed with effective PPE use
· Staff treated people with dignity and respect; positive relationships with families
Quality-Statement breakdown (21)
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 choicesGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enoughGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
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
responsive: Planning personalised care to ensure people have choice and controlGood
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: Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood