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

Inspection Summary


Overall summary & rating

Outstanding

Updated 14 April 2018

This inspection was carried out on the 10 and 11 January 2018.

Allenby Douglas Ltd is a family run domiciliary care agency that provides personal care and support to people living in their own homes. It provides a service to older adults some of whom are living with dementia and younger disabled adults. Not everyone using Allenby Douglas Ltd receives a regulated activity. CQC only inspects the service received by people provided with ‘personal care’: for example, help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 73 people were receiving personal care.

There was a registered manager in post who was present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the last inspection, the service was rated Good overall with Outstanding in the Caring key question. At this inspection we found that the provider had further developed the service and was now rated Outstanding overall.

People continued to receive a service which was highly caring. People and their relatives found staff to be extremely caring and kind. Relatives described the care and support their family members received at the end of their life as exceptional. People and their relatives felt staff often went ‘above and beyond’ what they expected of them.

The provider took care to ensure staff were compatible with people they supported to promote positive working relationships. People, and where appropriate their relatives, were fully involved in decisions about their care and felt listened to. Staff provided information to people in a way they could understand to enable them to make decisions for themselves.

Staff treated people with the utmost dignity and respect and supported them to remain as independent as possible to enable them to continue living in their own homes. People were supported to follow their interests and to maintain links with family and the local community.

People’s received care and support that was personal to them and took into account their preferences and wishes. People were supported by staff that knew them very well, who worked flexibly and were able to respond to changes in their needs in a timely manner. Staff knew about people’s personal histories and what was important to them, therefore care was tailored to meet their needs.

The provider and registered manager had a clear vision for the service that was shared by staff and management alike.

People were supported by highly motivated staff who were passionate about their roles and making a difference to people’s lives. Staff enjoyed a positive working culture and were involved in developments within the service. Staff felt well supported and valued by the management team and colleagues.

The registered manager and provider were committed to delivering excellent quality care and had a range of checks in place to monitor the quality and safety of the service. They used their findings to make continual improvements to the service, for the benefit of people who used it.

The registered manager and provider actively sought ways of engaging with the community. They worked with partner agencies to ensure current practice and effective care.

People felt safe and comfortable with the care and support provided by staff. People continued to be protected from the risk of abuse and avoidable harm by staff who were knowledgeable about the different types of abuse and knew how to report concerns of abuse or poor practice. Risks associated with people’s needs and their environment were assessed and staff followed guidance put in place in order to minimise these.

People were supported

Inspection areas

Safe

Good

Updated 14 April 2018

The service was safe.

People were protected against abuse, avoidable harm and discrimination by staff who knew how to identify and report any concerns.

People were supported to keep safe by staff who were aware of the risks associated with their needs and how to minimise these.

People received their medicine as prescribed to maintain good health.

The provider completed recruitment checks to ensure potential new staff were suitable to work with people in their own homes.

The provider had systems in place to prevent the risk of infection.

Effective

Good

Updated 14 April 2018

The service was effective.

People were supported by staff who received training relevant to their roles and who felt well supported.

People were supported to make decisions about their own care where able. Staff sought people’s consent before supporting them.

Staff monitored people's health and arranged access to healthcare services as required.

The provider worked with partner agencies to ensure people had the necessary equipment and support to meet their individual needs.

Caring

Outstanding

Updated 14 April 2018

The service was very caring.

People and their relatives were supported by staff who were extremely kind and care provided exceeded people’s expectations.

Staff had formed positive working relationships with people and their relatives.

People were given choice and felt listened to in relation to all aspects of their care and support. People were encouraged to maintain their independence.

People were treated with the utmost dignity and respect.

Responsive

Outstanding

Updated 14 April 2018

The service was very responsive.

People received person centred care and support that was individual to them, in line with their preferences.

Staff knew people very well, worked flexibly and were able to respond to changes in their needs in a prompt and effective manner.

People receiving end of life care and their relatives were treated with exceptional care and compassion both prior to and following the person’s death.

Staff supported people to maintain their interests and enabled them to do things they enjoyed doing.

People and their relatives felt able to raise any concerns they had with staff or management.

Well-led

Outstanding

Updated 14 April 2018

The service was very well-led

People, their relatives and healthcare professionals were consistently complimentary about the leadership of the service.

The provider and registered manager sought to enhance people's life experiences. Staff were inspired by the strong leadership and were highly motivated to deliver the aims of the service.

There was an open and inclusive culture at the service. People, their relatives and staff were asked their views on how to improve the service and these were acted upon.

The provider had a range of checks in place to monitor and improve the service.