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Care Concern (Homecare) Limited Outstanding

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

Inspection Summary


Overall summary & rating

Outstanding

Updated 29 June 2019

About the service: Care Concern (Homecare) Limited provides a range of services to people in their own home including personal care. Most of the people who used the service were older people, some of whom were living with the experience of dementia.

Not everyone using Care Concern (Homecare) Limited received a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection, 35 people were receiving personal care and all were paying for their own care.

People’s experience of using this service:

People received care and support that was very responsive to their individual needs. People told us they received ‘excellent’ care. They were involved in developing their own care plans which reflected their needs and their preferences. Care staff were skilled in delivering people’s care in the way they preferred and which improved their quality of life. People reaching the end of their lives received outstanding care and support from staff.

The service was exceptionally well led. The provider and management team were passionate about providing an outstanding service to people to enable them to live meaningful lives. Their values were shared with the care staff who held strong person-centred values and delivered care that reflected these.

There was an open and positive culture which focused on people who used the service, and this was strongly embedded in every area of the service delivery.

People told us that the staff were very caring and communicated effectively with them, responded to their needs promptly and treated them with respect and kindness. The staff knew people well and delivered exceptional care to people and made them feel valued. The provider and senior team were passionate about promoting person-centred values and ensured these were followed consistently by all staff.

People’s needs were met in a safe way. Staff received training in safeguarding adults and knew how to recognise signs of abuse and how to report any concerns.

The agency focused on promoting people’s independence while helping them to stay safe. They assessed risks to people’s safety and wellbeing and there were guidelines on how to reduce these.

People were supported to manage their medicines safely. Staff were observant and responded promptly to any changes in people’s health. They worked closely with other health care professionals to meet people’s health care needs.

People were supported with their nutritional needs and these were met according to people’s choices.

There were enough staff available to meet the needs of people who used the service according to their individual assessed needs. This was flexible according to people’s changing needs. The provider followed safe recruitment practices to ensure that staff were suitable to work with people who used the service.

Staff received training that helped them to deliver a high-quality service to people. Staff told us they felt valued and supported by the management staff and felt confident in their role.

People’s consent was obtained before support began. Where people had difficulty making decisions about their care and support, the provider followed the principles of the Mental Capacity Act 2005 to ensure people’s rights were protected.

People knew how to make a complaint and felt confident that any concerns would be taken seriously. We saw that concerns were addressed in line with the provider’s policy and procedures.

The provider sought people’s views about the service and where concerns were identified, an action plan was put in place to make the necessary improvements.

There was an effective system of quality assurance. Senior staff undertook regular audits to identify where improvements were needed and took appropriate action to address these.

Rating at last inspection: At the

Inspection areas

Safe

Good

Updated 29 June 2019

The service was safe

Details are in our Safe findings below.

Effective

Good

Updated 29 June 2019

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 29 June 2019

The service was caring

Details are in our Caring findings below.

Responsive

Outstanding

Updated 29 June 2019

The service was exceptionally responsive

Details are in our Responsive findings below.

Well-led

Outstanding

Updated 29 June 2019

The service was exceptionally well led

Details are in our Well led findings below.