Choices Homecare Rotherham was rated Good across all five key questions at this comprehensive KLOE inspection. CQC made recommendations around regularly reviewing staffing levels and implementing a robust procedure to inform people when visits are disrupted, due to late calls and poor communication about delays.
Concerns (6)
moderate
Missed or late visits
: “In the main the girls [care workers] are very good but there are times when they are late, and this puts a lot of extra pressure on me.”
moderateCommunication with families: “People and relatives also told us they were not informed if staff were going to be late.”
moderateStaffing levels: “We recommend the provider regularly reviews staffing levels to ensure they can meet unexpected demands on their service to improve their future performance.”
minorGovernance: “The management team identified they had fallen behind with some audits and had started taking action to address this.”
minorStaff competency: “They [care workers] need to improve on catheter care as not everyone is up to scratch.”
minorCommunication with families: “Communication as they don't always pass on messages between each other and from the office to the carers.”
Strengths
· People reported feeling safe with care workers and relatives agreed family members were safe
· Safe medicines management with trained staff and a new electronic medicines administration system
· Effective infection prevention and control during COVID-19, including daily lateral flow testing
· Safe recruitment practices including DBS checks
· Person-centred care planning using the Care Line Live electronic system
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
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; 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 to avoid social isolationGood
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; continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood