Date of assessment: 31 March to 4 April 2025. Concord Care Services is a care at home service providing support to people living with a range of needs, including those living with dementia, people with physical disabilities, people with a learning disability and/or autism and people with mental health needs. At the time of our assessment 1 person was receiving support with their personal care. We undertook this assessment due to the time since our last inspection. In total we reviewed 7 quality statements. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. People received safe care. An initial assessment was undertaken to review people’s care and support needs, and how they wished to be cared for. Staff assessed risks to people’s health and safety and supported them to minimise those risks. People received support from consistent staff who had the knowledge and skills to undertake their role. Safe recruitment practices were in place, and staff completed a programme of mandatory training. Staff were regularly supervised and supported. Staff made sure they obtained people’s consent prior to providing support and liaised with those allocated to make best interests decisions when a person did not have the capacity to consent. Staff were respectful of people’s preferences and beliefs and ensured people’s human rights were upheld.
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First inspection of Concord Care Services, a small domiciliary care agency, found the service Good across all five key questions with positive feedback from people, relatives and staff. A minor infection control lapse on arrival was signposted, but recruitment, training, care planning and management were all assessed as safe and effective.
Concerns (1)
minorInfection control: “On our arrival at the office staff failed to ask us for evidence to show we did not have COVID-19, contrary to the provider's own infection control/COVID-19 procedures for visitors.”
Strengths
· Robust recruitment checks including DBS, references and right to work checks
· Care workers were reliable, on time and stayed for the expected duration
· Staff received induction, mandatory training, supervision and competency checks
· People and relatives praised caring attitude and empathy of care workers
· Consistent care worker allocation enabling good relationships
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Staffing and recruitmentNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferences; Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated