Care at Home Services (South East) Limited was rated Good overall at its first CQC inspection in May 2022, with strong person-centred care, consistent staffing and effective safeguarding practices across safe, effective, caring and responsive domains. Well-led was rated Requires Improvement due to medicines administration errors, overdue staff refresher training and inconsistent communication with people using the service, for which an action plan was provided.
Concerns (4)
moderateMedication management: “Some of the medicines administration records we checked contained errors, although people had not suffered harm as a result of these.”
moderateCommunication with families: “I get a rota so I know what the week looks like but if they make changes, you don't always get notified. You worry you have been left off the list.”
moderateGovernance: “Some areas required improvement. For example some people's medicines had not always been administered as prescribed and some staff refresher training was overdue.”
minorStaff training: “Staff had access to refresher training in key areas, although records showed some staff's refresher training was overdue.”
Strengths
· People felt safe and staff knew how to provide care safely, with robust safeguarding awareness and clear reporting processes.
· Consistent staffing meant people built positive relationships with care workers who knew their individual needs and preferences.
· Person-centred care plans were regularly reviewed and accessible to staff via a mobile app, enabling real-time updates.
· Staff monitored people's health effectively and worked well with other professionals to ensure timely, coordinated care.
· People and relatives reported staff were kind, caring and respectful, supporting dignity, independence and emotional well-being.
Quality-Statement breakdown (20)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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 care; 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: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Working in partnership with others; Continuous learning and improving careGood