Best@Care Limited, a small domiciliary care agency in Isleworth, was rated Good overall and across all five key questions at its first inspection. Minor areas for development included appointing a registered manager, improving incident form access, embedding end-of-life care planning and increasing survey response rates.
Concerns (4)
minor
Incident learning
: “We were unable to view the incident form as it had been completed by the care worker and was in the person's home. The manager discussed with us how they were working on the procedure to ensure quicker access”
minorLeadership: “At the time of our inspection there was not a registered manager in post. The provider was acting as the manager for the service and they were in the process of applying to become the registered manager”
minorEnd-of-life care: “A question on people's end of life care wishes was included as part of the initial needs assessment. The manager explained they were reviewing how to include this information in the care plan.”
minorCommunication with families: “The manager told us they had sent a survey to people but had a low response rate so they were working on how to increase the feedback they received.”
Strengths
· Robust recruitment procedure including DBS checks, references and right-to-work checks
· Medicines safely managed with MAR charts, medicines plans and competency assessments
· Care workers completed Care Certificate and a wide range of mandatory training
· Person-centred care plans identifying cultural, religious and communication preferences
· Care provided in line with the principles of the Mental Capacity Act
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to live healthier lives and access healthcare servicesNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot 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 preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; duty of candourNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated