Olam Care Services Ltd was rated Requires Improvement overall at its first inspection in October 2021, with safe, effective, and well-led all requiring improvement due to inconsistent risk assessment, outdated care records, and insufficiently robust quality monitoring systems. Caring and responsive were rated Good, with people and relatives highly praising the consistent, respectful and person-centred staff team.
Concerns (4)
moderate
Care planning
: “these had not always been reviewed when there had been a change in people's health needs.”
moderateRecord keeping: “Care records required further detail to ensure they accurately reflected people's current individual health and care needs and level of risk.”
moderateGovernance: “Quality monitoring of the service required strengthening to identify the issues found during this inspection regarding identifying where people's needs had changed.”
minorOther: “Nationally recognised tools had not always been implemented to support in the identification of the person's health need and level of risk.”
Strengths
· People told us they felt safe and received care that met their needs, with consistent staff who arrived on time and never rushed.
· Medicines were managed safely and staff administering medicines were trained and had competency assessments carried out.
· Staff knew people well, treating them with kindness, dignity and respect; people were highly complimentary about staff caring attitudes.
· People and relatives were involved in care planning and decisions about their care.
· Staff and management worked effectively in partnership with external health professionals including GPs, district nurses and occupational therapists.
Quality-Statement breakdown (20)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongRequires improvement
safe: Systems and processes to safeguard people from the risk of abuse; Staffing and recruitmentGood
safe: Using medicines safely; Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawRequires improvement
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 care; 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 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: Supporting people to develop and maintain relationships to avoid social isolationGood
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: Managers and staff being clear about their roles, and understanding quality performance, risks, and regulatory requirementsRequires improvement
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Promoting a positive culture that is person-centred, open, inclusive, and empoweringGood
Olam Care Services Ltd improved from Requires Improvement to Good across all inspected key questions (Safe, Effective, Well-Led) following action on prior recommendations around care records, risk management, and governance systems. The service demonstrated safe care delivery, competent and consistent staffing, effective quality monitoring, and strong partnership working at the time of inspection.
Strengths
· People received care from a consistent staff team who were caring, knowledgeable and competent
· Risks to people's health were assessed, care plans and risk assessments reviewed regularly to reflect current needs
· Medicines managed and administered safely with staff competency assessed before administration
· Accidents and incidents recorded, analysed for trends, and lessons learned shared with staff
· Quality monitoring and assurance systems improved since last inspection, with regular audits and actions followed up