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

Inspection Summary


Overall summary & rating

Good

Updated 20 September 2019

About the service

Good Will and Hope is a domiciliary care service which provides support to people living in their own homes. At the time of the inspection, there were 35 people receiving personal care from the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

The provider had systems and processes in place to manage medicines safely and protect people from the risk of abuse. Infection control measures were in place to minimise the risk of infection. The provider acted on or learnt from incidents, such as an incident highlighting a need for a person to have a regular change in staff following incidents when they build a relationship with staff.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Care workers had developed relationships with people they supported. Staff respected people's dignity and privacy and promoted their independence.

People's care and support met their needs and reflected their preferences.

Management processes were in place to monitor and improve the quality of the service. There was a positive and open culture. The management team sought feedback from staff and people who use the service. Feedback was highly positive across all areas.

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

Rating at last inspection

The last rating for this service was good (published 8 February 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 20 September 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 20 September 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 20 September 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 20 September 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 20 September 2019

The service was well-led.

Details are in our well-led findings below.