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Unique Senior Care Coventry Outstanding

Reports


Inspection carried out on 19 September 2019

During a routine inspection

About the service

Unique Senior Care Coventry is a domiciliary care service. At the time of the inspection the service was supporting 43 people with the regulated activity personal care. People receiving support from the service were adults or older people. Some people were living with dementia. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

The provider continued to be passionate about building an outcome focused service which helped people achieve their goals and priorities. They had an extremely proactive attitude to the training and development of staff who were enthusiastic in their desire to provide the best quality care to people. The provider remained committed to sharing learning and developing best practice. They had introduced new initiatives since our last inspection to ensure the drive to improve the service and provide people with positive outcomes was maintained.

There continued to be a very strong person-centred culture at all levels within Unique Senior Care Coventry. Treating people with dignity and respect and promoting independence was at the heart of caregivers working practices. People were supported to express their views and make their preferences known.

People's needs, and preferences were thoroughly assessed before they received support from the service and were reflective of the Equality Act 2010. Caregivers described their training as excellent and said it gave them the competencies to meet people's assessed needs effectively. Caregivers monitored people’s health conditions and ensured people they supported with meals had enough to eat and drink to maintain their health.

Each person had a plan of care which focussed on their personal preferences, routines and social needs. Where possible people were matched to a caregiver who had a shared common interest or hobby and shared their enthusiasms. Caregivers had received training and worked closely with community-based health professionals to provide consistent care when people were at the end of their life.

People were supported to have maximum choice and control of their lives and caregivers supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The views of people, their relatives and caregivers remained central to driving forward improvement and service development.

Risks to people's health and safety had been identified and caregivers understood their role in keeping people safe. People were protected from the risks of infection and their medicines were handled safely. When things went wrong, lessons were learned and shared across the service.

For more details 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 Outstanding (published 28 October 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 carried out on 9 June 2016

During a routine inspection

This inspection took place on 9 June 2016.

Home Instead Senior Care Coventry provides domiciliary care to people in their own homes. Some people required 24-hour care. At the time of our inspection, 36 people were supported with personal care.

The service had a registered manager. 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 provider promoted the well-being of people, relatives and staff through creative and innovative methods, and also offered support to people in their local community who were caring for relatives. The provider had received national recognition for the service it provided, and worked in partnership with other organisations to ensure it received and acted on best practice.

The provider’s ethos was to promote people’s health, safety, well-being and independence. They ensured people were at the heart of the service, and that care was tailored to people’s individual needs and preferences.

People and relatives told us they felt able to raise any concerns with the registered manager. They felt these would be listened to and responded to effectively and in a timely way. Staff told us the registered manager and senior staff were approachable and responsive to their ideas and suggestions. There were systems in place to monitor the quality of the support provided, and the provider regularly sought feedback from people and their relatives with a view to continually improving the service going forwards.

People and their relatives told us they felt safe with the staff who supported them. Staff received training to safeguard people from abuse. They were supported by the provider, who acted on concerns raised and ensured staff followed safeguarding policies and procedures. Staff understood what action they should take in order to protect people from abuse. Risks to people’s safety were identified and staff were aware of current risks, and how they should be managed.

People were administered medicines by staff who were trained and assessed as competent to give medicines safely. Records indicated people’s medicines were given in a timely way and as prescribed. Checks were in place to ensure medicines were managed safely.

There were enough staff to meet people’s needs effectively, and people told us they had a consistent and small group of staff who supported them, which they appreciated. The provider conducted pre-employment checks prior to staff starting work, to ensure their suitability to support people who lived in their own homes.

People told us staff asked their consent before undertaking any care tasks. Where people were able to make their own decisions, staff respected their right to do so. Staff and the registered manager had a good understanding of the Mental Capacity Act.

People and their relatives told us staff were respectful and treated people with dignity, kindness and respect. They told us care staff went above and beyond to ensure they were happy and well. People’s privacy was maintained. People were supported to make choices about their day to day lives. For example, they were supported to maintain any activities, interests and relationships that were important to them.

People saw health professionals when needed and the care and support provided was in line with what they had recommended. People’s care records were written in a way which helped staff to deliver personalised care and gave staff information about people’s communication, their likes, dislikes and preferences. Care plans were updated with the most recent information and were detailed. People were involved in how their care and support was delivered, as were their relatives if people needed and wanted them to be.