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Care of Excellence Limited Good

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

Reports


Inspection carried out on 12 August 2019

During a routine inspection

About the service

Care of Excellence Limited is a domiciliary care service providing care and support to people in their own homes. They were providing a service to 55 people at the time of the inspection. Not everyone who used the service received personal care. 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. At the time of inspection, 30 people were receiving a regulated service.

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

People received care and support by a staff team that were dedicated, enthusiastic and experienced. Staff provided people's care in a personal way. Staff helped people to express their views and people were consulted about all aspects of their care and support. The provider took account of current best practice models. This helped the service to deliver consistently good care.

People received care from a personal team of staff who were well trained and supported. Staff worked together and with other agencies to ensure people received the care and support they needed.

Staff were genuinely interested in and knew people very well. People's care plans were detailed and provided staff with comprehensive guidance on how to meet people's needs. Staff were skilled at supporting people while reducing causes that may affect people’s anxiety. Where it was part of the planned care, staff supported people to access the community, such as the shops, a stroll to the local village and cafes.

Staff were caring and considerate, which reflected the provider's values of person-centred care. Staff treated people with the greatest respect and had embedded privacy and dignity into their working practice. There was a strong recognition that people were individuals. Staff spoke passionately about providing people with person-centred care and showed real compassion for people.

The registered manager was committed to involving people, relatives, staff and other stakeholders in the development of the service. Audits and quality monitoring checks helped drive improvements in the service. We received positive feedback about the way the service was managed. Everyone said the registered manager and staff were amenable and easily reached.

The registered manager looked for ways to improve and develop the service. Staff were proud to work for the service and worked in full collaboration with external professionals.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please 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 good (published 30 July 2016).

The service remains rated as good .

Why we inspected

This was a planned inspection based on the previous rating.

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 13 June 2016

During a routine inspection

This inspection took place 13 June 2016 and was announced.

Care of Excellence Limited provides personal care for people in their own home. There were 40 people receiving services for which CQC registration was required at the time we inspected.

A registered manager who was also the provider was in post at the time of our inspection. 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 was run.

People were cared for in ways which promoted their safety and plans to manage people’s individual risks were in place. There was enough staff employed to care for people so people did not feel rushed. Where people wanted assistance to take their medicines this was given by staff who knew how to do this safely. People were protected from the risk of potential abuse and told us they felt safe because of the way staff cared for them.

Staff had the knowledge and skills they needed to care for people and recognised when people needed support from other organisations, such GPs and organisations with responsibilities for helping people to maintain their safety. Staff understood how to make sure people were in agreement for care to be given and the actions they needed to take to promote people’s rights. People were supported by staff to make their own decisions where this was needed. People were encouraged to have enough to drink and eat by staff who knew their preferences and dietary needs. Staff understood risks to people’s health and worked with people and health professionals when needed, so people were supported maintain their health.

People and their relatives had built caring relationships with staff. Staff listened to people and took action to make sure people were receiving their daily care in the ways they wanted. People were supported by staff who took their need for dignity and privacy into account.

People were encouraged to let staff know how they wanted their care to be planned. Where people were not able to do this the views of their relatives and other professionals were listened to. People’s care plans and risk assessments were updated as their needs changed, so they would continue to receive the care they needed in the best way for them as their needs changed. Support was available if people wanted to make any complaints about the service. Processes for managing complaints were in place, so any lessons would be learnt.

The registered manager and senior staff checked the quality of the care provided. People, relatives and professionals were encouraged to provide their views on the quality of the service. Changes had been introduced to develop people’s care and the service further. Staff understood how the registered manager expected people’s care to be given, so people would receive the care they needed in the way they preferred.