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Inspection Summary


Overall summary & rating

Outstanding

Updated 13 December 2017

This comprehensive inspection took place on 10 November 2017 and was announced.

Falcare is a domiciliary care agency that provides personal care and support to younger adults and older people in their own homes. At the time of our inspection 32 people were receiving a personal care service. Some people had short visits at key times of the day to help them get up in the morning, go to bed at night and give support with meals. Other people received longer visits to support them with their daily lives and other people received a 24 hour a day supported living service. A supported living service is one where people live in their own home and receive care and support to enable people to live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. Registering the Right Support CQC policy

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.

We observed staff demonstrated an exceptionally caring, compassionate and kind attitude towards people. Staff exceeded what was expected of them routinely. On relative said; “They are amazing”. Feedback about the service from everyone we spoke with was positive. People were supported to achieve their goals and ambitions and staff went the extra mile to support them. Respect for privacy and dignity was at the heart of the service’s culture and values. People’s support was completely personalised and tailored to their individual needs. There was a strong focus on protecting people’s human rights and ensuring they did not experience discrimination in any form. People received compassionate care and attention at the end of their life.

There were numerous examples of how staff provided individual support for people who were supported by Falcare, to take part in activities and follow their interests. We found this had a hugely positive impact on peoples lives. People were supported to maintain their hobbies and interests and to try new experiences. Innovative ways were found to help people remain in their own home and live as independently as possible. Staff knew the people they supported very well and this enabled them to build strong, and supportive working relationships.

Staff were available to ensure people received continuous, attentive and discreet care and support. Staff responded to people’s choices as well as meeting their care and support needs in a way that suited the person. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible

People’s rights were protected by staff who under stood the Mental Capacity Act and how this applied to their role. Nobody we spoke with said they felt they had been subject to any discriminatory practice for example on the grounds of their gender, race, sexuality, disability or age..

People had their care visits as planned. Staff arrived on time and stayed for the allotted time. Nobody reported any missed visits. People confirmed there was a stable staff team and that care was provided by familiar faces. Staff told us that travel times were sufficient, so they were not rushed.

Care records were organised, detailed, and personalised. Th

Inspection areas

Safe

Good

Updated 13 December 2017

The service was safe.

People were supported by staff who knew how to recognise and report signs of abuse or mistreatment.

People were supported safely with their medicines.

People were supported by staff who had been safely recruited.

People had a range of risk assessments in place covering various aspects of their daily lives.

Effective

Good

Updated 13 December 2017

The service was effective.

People were supported by staff who had undergone training to carry out their role effectively.

People were supported to access health and social care professionals as required.

People were supported to have enough to eat and drink.

Staff worked within the principles of the Mental Capacity Act (MCA).

Caring

Outstanding

Updated 13 December 2017

The service was extremely caring.

Respect for privacy and dignity was at the heart of the service’s culture and values.

People were supported by staff who routinely went the extra mile to provide exceptional care.

People’s support was completely personalised to their individual needs.

There was a strong focus on protecting people’s human rights and ensuring they did not experience discrimination in any form.

Responsive

Good

Updated 13 December 2017

The service was responsive. People received responsive care which was supported them to feel part of the local community. Creative ways were found to support people's interests.

People received care that was flexible and responsive to people’s individual needs and preferences.

Staff were creative in enabling people to live as full a life as possible. People were supported to achieve their ambitions and to be independent.

People received their care visits as planned and there were no missed visits.

The service was flexible and adaptable to meet changes in people’s needs and requirements.

Well-led

Outstanding

Updated 13 December 2017

The service was extremely well led.

There was a clear management structure with regular involvement from the directors.

Staff were highly valued and appreciated and morale was exceptionally high.

The registered provider and staff team were approachable and available and willing to listen to people. The registered provider was passionate and dedicated to providing an outstanding service to people.

The service sought the views and experiences of people, their families and the staff in order to continually improve the service.