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Inspection Summary


Overall summary & rating

Good

Updated 16 May 2018

The inspection took place between 19 and 29 March 2018 and was announced.

At the last inspection in January 2016 we rated the service ‘Good’ overall and in each domain. At this inspection we found the service had maintained its overall rating of ‘Good’ and improved its rating in the ‘Is the service Caring?’ domain to ‘Outstanding’.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of the inspection the service was delivering personal care to 25 people.

A registered manager was in place. 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.

We found an extremely caring service. Staff demonstrated very caring values and were highly passionate about the people they were supporting. They had developed exceptionally strong relationships with the people they supported. The trust developed between people and staff helped promote people’s independence, confidence and helped them achieve good outcomes. People had a say in who supported them, and great care was taken to match people and staff with shared interests. We saw staff regularly went the extra mile for people, to ensure their comfort and meet their preferences.

People felt safe using the service. Risks to people’s health were assessed and clear plans of care put in place for staff to follow. People received their medicines safely as prescribed. There were enough staff to ensure a consistent and reliable service.

Effective care was provided. People praised staff skill and knowledge and said staff knew their needs well. The service was very selective about the staff it employed, to ensure they were suitable to work with the client group. Staff demonstrated maturity and a broad knowledge of the people they were supporting. The service worked with a range of health professionals to help meet healthcare needs.

The service was responsive to people’s changing needs. Comprehensive care plans were in place which were subject to regular review involving people and/or their relatives. Everyone said care was appropriate and met people’s individual needs. The service was very effective at meeting people’s social needs and encouraging them to participate in the local community. Comments and complaints made by people were quickly responded to, to help improvement of people’s care experiences.

The service was well managed. People, relatives and staff all praised the approach of the registered manager and said they were effective in their role. There was a clear and visible person centred culture. A range of audits and checks were undertaken by the registered manager to ensure it continued to perform to a high standard. People’s feedback was regularly sought to determine whether any improvements were needed to the service.

Inspection areas

Safe

Good

Updated 16 May 2018

The domain remained good.

Effective

Good

Updated 16 May 2018

The domain remained good.

Caring

Outstanding

Updated 16 May 2018

The service was very caring.

Feedback about staff from people and relatives was extremely positive. People talked about staff as �friends� and �companions.� Staff demonstrated they had consistently caring and person centred values.

People and staff had developed exceptionally strong relationships. People received care from a small group of care workers who they knew very well. Staff had been matched with people based on shared interests, to help in the development of these relationships.

We saw examples of staff going the extra mile for people, staying with them or re-visiting them to ensure their welfare and comfort.

The service was very effective in helping people increase their confidence and independence.

Responsive

Good

Updated 16 May 2018

The domain remained good.

Well-led

Good

Updated 16 May 2018

The domain remained good.