You are here

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 30 April 2019

About the service: Age UK Lincoln & South Lincolnshire is a domiciliary care agency providing personal care and support to people in their own homes. The service was providing a regulated activity of personal care to 23 older people at the time of the inspection.

People’s experience of using this service: People and their relatives without exception gave positive feedback about their experience of the service and the care they received. They told us they felt very safe and secure with the staff.

People were supported by a consistent team of staff and new staff were introduced at a time and pace that worked for people. People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People's medicines were administered as prescribed and this was closely monitored. Staff understood people's needs and risks to their safety. Risk assessments guided staff on how to safely meet people's needs.

There were enough skilled and experienced staff to meet people’s needs. An induction was completed by new staff. Staff received appropriate training and support to enable them to perform their roles effectively. Recruitment processes were in place and followed.

Staff were respectful and built trusting relationships with people. They supported people to maintain their dignity and independence. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were trained in mental capacity legislation and understood their responsibilities. They gained consent before providing care and supported people to make their own decisions and choices.

Care plans contained current and personalised information that supported staff to provide person-centred care. Staff worked with professionals and responded to their advice, to ensure people's needs were met.

People were encouraged to pursue their interests and to maintain important relationships. People had end of life care plans in place which identified their wishes.

People were confident their concerns or complaints would be addressed promptly and processes in place aided this.

The manager was committed to providing a high-quality, person-centred service. They had an open and honest approach and supported staff. The manager used audits to monitor the quality and safety of the service. They listened to people's feedback and responded to issues and concerns to continually improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: Good (Published 19 August 2016).

Why we inspected: This was a planned inspection based on previous rating.

Follow up: We will continue to monitor this service and inspect in line with our re-inspection schedule or sooner if we receive information of concern.

Inspection areas

Safe

Good

Updated 30 April 2019

The service was safe.

Details are in our safe findings below

Effective

Good

Updated 30 April 2019

The service was effective.

Details are in our Effective findings below

Caring

Good

Updated 30 April 2019

The service was caring.

Details are in our Caring findings below

Responsive

Good

Updated 30 April 2019

The service was responsive.

Details are in our Responsive findings below

Well-led

Requires improvement

Updated 30 April 2019

The service was not always well-led.

Details are in our Well-Led findings below