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Inspection Summary


Overall summary & rating

Good

Updated 24 July 2018

This service is a domiciliary care agency. It provides personal care to older adults living in their own homes. It is primarily a service that provides support to family carers and part of a wider service provided by Age UK that also includes day care provision and signposting support.

At our last inspection in May 2017 one breach of regulation was found in relation to risk assessments and the service was rated as ‘requires improvement’ At this inspection we found that improvements had been made and the service was no longer in breach of this regulation.

The service had a registered manager in post. 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.

The service helped people to stay safe. Staff knew about abuse and how to report it and other incidents or accidents which took place. Risks to people were assessed and updated and there were systems in place to ensure there was enough staff to meet people's needs.

People were supported to take their medicines safely and in accordance with the prescribed instructions. Staff members received the training, support and development opportunities they needed to be able to meet people's needs.

People’s needs were assessed and care plans were developed to identify what care and support people required. People said they were involved in their care planning and were happy to express their views or raise concerns. When people’s needs changed, this was quickly identified and prompt, appropriate action was taken to ensure people’s well-being was protected.

People experienced positive outcomes because of the service they received and gave us good feedback about their care and support.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible. People’s views on the service were regularly sought and acted on.

Staff were motivated and proud to work for the service; as a result, staff turnover was kept to a minimum ensuring that continuity of care was in place for most people who used the service

Staff were respectful of people’s privacy and maintained their dignity.

The service followed safe recruitment practices and carried out appropriate checks before staff started supporting people.

The registered manager demonstrated leadership and a good understanding of the importance of effective quality assurance systems. There were processes in place to monitor quality and understand the experiences of people who used the service. We saw that regular visits and phone calls had been made using the service and their relatives to obtain feedback about the staff and the care provided.

The service worked in co-operation with other organisations such as healthcare services to deliver effective care and support.

The service listened and responded to people’s concerns and complaints, and used this to improve the quality of care. The service learnt lessons and made improvements when things went wrong.

Inspection areas

Safe

Good

Updated 24 July 2018

The service was safe.

People were protected from harm. Risks to the health, safety or well-being of people who used the service were understood and addressed in their care plans.

Staff had the knowledge, skills and time to care for people in a safe manner.

There were safe recruitment procedures to help ensure that people received their support from staff of suitable character.

We found that medicines were administered safely

Effective

Good

Updated 24 July 2018

The service was effective.

The service ensured that people received effective care that met their needs and wishes. People experienced positive outcomes because of the service they received and gave us excellent feedback about their care and support.

Staff were provided with effective training and support to ensure they had the necessary skills and knowledge to meet people�s needs effectively.

They were aware of the requirements of the Mental Capacity Act 2005.

People were supported with their health and dietary needs

Caring

Good

Updated 24 July 2018

The service was caring.

Staff were committed to a person-centred culture.

People who used the service valued the relationships they had with staff and were very satisfied with the care they received.

People felt staff always treated them with kindness and respect.

Responsive

Good

Updated 24 July 2018

The service was responsive.

Care plans were in place outlining people�s care and support needs. Staff were knowledgeable about people�s support needs.

The service responded quickly to people�s changing needs and appropriate action was taken to ensure people�s wellbeing was protected.

People were involved in their care planning and decision making.

Staff were approachable and there were regular opportunities to feedback about the service received

Well-led

Good

Updated 24 July 2018

The service was well-led.

The service promoted strong values and a person-centred culture. Staff were supported to understand the values of the organisation.

There were processes in place to monitor quality and understand the experiences of people who used the service