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Inspection Summary


Overall summary & rating

Good

Updated 27 November 2019

About the service

John Stanley, Thurrock is a domiciliary care agency. The service provides a range of services, including personal care, medication support and meal preparation to both younger and older adults’ enabling them to remain as independent as possible whilst living in their own home.

Not everyone using the service received a regulated activity. CQC only inspects the service being received by people provided with 'personal care'; this is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection, 280 people using the service received the regulated activity of personal care.

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

The service continued to place the care needs of people at the centre of its values. People, relatives and professionals consistently described staff and the service as exceptionally compassionate and kind. Staff were encouraged to provide holistic care. They worked closely with people to put together a care plan that was person centred and achieved their desired outcomes. Staff knew people exceptionally well and expressed commitment to ensuring people received high-quality care. People were encouraged to maintain, and where possible, enhance their independence. We heard excellent examples of how staff had gone out of their way to provide care that enriched the lives of people using the service. Everyone we spoke with told us they would happily recommend the service to others.

People had confidence in the staff and felt safe in their care. Staff were well supported by the provider and had the skills and knowledge to meet people’s needs. 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.

Medicines were managed safely. There was an open and transparent culture in relation to accidents and incidents and they were used as opportunities to learn and lessen risks.

The service was proactive in its response to concerns or complaints and people and relatives were given the opportunity to feedback their experiences.

The service was well led, and staff felt valued and well supported by the registered manager and the provider. There was an open and transparent culture which empowered people and staff to voice their opinions and focused on continuous improvement. Without exception, people and relatives told us the service was well-managed.

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 13 September 2016).

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 27 November 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 27 November 2019

The service was effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 27 November 2019

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Good

Updated 27 November 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 27 November 2019

The service was well-led.

Details are in our well-Led findings below.