King Homecare, a small Windsor-based domiciliary care agency supporting 6 people, received a Good rating across all five key questions at its first CQC inspection in February 2023. Minor improvement areas were identified around risk rating documentation, emotional wellbeing recording in daily notes, duty of candour knowledge, and the end-of-life policy, but no regulatory breaches were found.
Concerns (6)
moderate
Incident learning
: “We reported one incident to the registered manager, which was undocumented. They were not aware of it. The registered manager has followed up the matter.”
minorCare planning: “Risk ratings were not used, however the registered manager acknowledged this and advised they would revise the risk assessments accordingly.”
minorRecord keeping: “We asked the registered manager to review the care notes to ensure staff documented people's emotional and psychological wellbeing as part of their support.”
minorGovernance: “The registered manager's knowledge of applicable legislation required improvement. We have signposted them to our website so they can further inform themselves.”
minorGovernance: “Their understanding of the duty of candour requirement required improvement. We have signposted them to resources to help with this.”
minorEnd-of-life care: “We asked the registered manager to review the service's end of life policy and ensure staff have appropriate guidance in place. This work was ongoing.”
Strengths
· Consistently positive feedback from people, relatives, staff and community professionals, including 31 positive online reviews since registration.
· Robust medicines management with regular audits, competency checks and unannounced spot checks by the registered manager.
· Strong person-centred care with individualised support plans recording likes, dislikes, preferences and choices.
· Effective multi-agency working with local authority, safeguarding team and dementia specialist services.
· Transparent online portal giving people and relatives live access to care updates and upcoming visit schedules.
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 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 preferencesGood
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: How the provider understands and acts on the 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