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Inspection Summary


Overall summary & rating

Good

Updated 20 December 2017

This comprehensive inspection took place on the 10, 11 and 26 of October 2017. We last inspected the service in September 2016 following the service being rated as Inadequate in March 2016 and placed in special measures. In September 2016 we found that the service had made improvements and they achieved a requires improvement rating without breaching the Health and Social Care Act. We found further improvements were needed to medicines management and care plans. During this inspection, we found that the provider had improved these processes and had made significant improvements to the running of the service.

At this inspection we found there were elements of the service that were outstanding. We found that the service was “Outstanding” in the Well-led domain this was because the provider had plans in place to ensure that they continuously learnt and improved. The service was based on core values that were visible at all levels of staffing. This meant that they had created a firm foundation to work towards providing an outstanding service in all areas.

Essex Cares West were providing short six week care packages to 20 people in their own homes. This was a new contract and the service worked within local hospitals, and with the local authority to support people leaving hospital until a permanent care package could be found or people were able to manage independently without support.

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.

The safety of people who used the service was taken very seriously and the provider, the registered manager and staff were aware of their responsibility to protect people’s health and wellbeing. There were systems in place to ensure that risks to people’s safety and wellbeing were identified and addressed.

People told us they felt safe. Staff had undertaken training on safeguarding adults from abuse, and put their knowledge into practice. Where staff had raised alerts the service managed the concerns promptly and where required, carrying out thorough investigations to protect people.

We saw that staffing levels were suitable to meet the assessed needs of people in the service. Staff recruitment was thorough with all checks completed before new staff had access to vulnerable people.

People unanimously told us that staff consulted them about how they wanted their care to be provided. People's needs, preferences and goals were recorded in their care plans for staff to consult.

The provider had developed strong links with the local community. They worked alongside other organisations to ensure they followed current good practice in the delivery of people's care.

The provider valued their staff and saw them as an asset to deliver high quality care to people. They appreciated that people wanted consistency in their care and that the way to achieve this was through staff retention. To achieve this they had identified a range of ways to retain their staff, which enabled them to attract and retain good quality staff to deliver high quality care to people.

Staff were encouraged to be involved and help drive continuous improvements. This helped ensure positive progress was made in the delivery of care and support provided by the service.

Inspection areas

Safe

Good

Updated 20 December 2017

The service was safe.

Medicines were managed safely to ensure people received their medicines as prescribed.

Risks to people were identified and there were plans in place to manage the risks.

There were sufficient numbers of staff to support people and effective recruitment systems were in place to ensure staff were suitable to work with vulnerable people.

Effective

Good

Updated 20 December 2017

The service was effective.

People received care from competent, knowledgeable and skilled staff.

Staff understood their responsibilities to ensure people's rights were protected and that people were supported in line with the principles of the Mental Capacity Act.

Staff were supported through an effective supervision and appraisal process.

Caring

Good

Updated 20 December 2017

The service was caring.

People told us the staff were caring and professional promoted their independence at all times.

Staff were committed to the service they were providing and went to great lengths to improve people's well-being.

Staff built meaningful relationships with people who used the service and given time to meet people�s needs.

Responsive

Good

Updated 20 December 2017

This service was responsive.

People's care was kept under continual review and the service was flexible and responsive to people's individual needs and preferences.

People knew how to raise complaints. They told us that they had never had cause to raise a complaint, but they felt comfortable about contacting the senior team if they

needed to. People's views were valued by the service and were used to drive continuous improvement.

Well-led

Outstanding

Updated 20 December 2017

The service was extremely well led.

The provider, registered manager and staff shared the same vision of providing the best possible care to people using the service. The service played an active role in the local community and collaborated with other organisations and services in the area.

The registered manager and clinical governance team had implemented robust systems and processes to monitor the quality of the service which were used to drive continual improvement.

The provider was focussed on continual development and growth in line with industry best practice.