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Inspection Summary


Overall summary & rating

Good

Updated 19 October 2019

About the service

Glenavon Care Limited is a domiciliary care agency providing personal care to people living in their own houses and flats in the community. At the time of the inspection there were 81 people using the service.

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.

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

There was a new registered manager since our last inspection. We received positive feedback from people, families, staff and professionals about their commitment and enthusiasm. A relative told us, “ They do listen and try to do what we want, it’s not completely done but it’s much improved.” The management changes and turnover in staff had caused a temporary period of unrest. However, the provider and registered manager had responded well and taken effective action to make things better. There was a passion for continually improving and investing in the service.

Senior staff checked the care to ensure it met people’s needs. The provider was arranging additional external checks which would provide increased oversight and help ensure the systems worked well and people received good care.

The registered manager investigated concerns about people’s safety and took action to make the service safer. There were improved measures in place to assess and manage risk across the service. A new on-call log promoted communication and consistency outside of office hours.

There were enough safely recruited staff to meet people’s needs. There were effective systems in place to monitor staff visits and ensure people received the agreed support. Staff supported people to take medicines safely and checks on staff competency in this area were improving.

Staff were supported to develop their skills. The provider and registered manager were investing and promoting improvements in staff training. Senior staff carried out observations to ensure people were receiving a good quality of support.

Staff worked effectively to enable people to maintain their health and wellbeing, involving families and health and social care professionals when required. Staff worked alongside other professionals to meet the needs of people who required palliative care.

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

Staff knew people’s needs well and provided consistent personalised support. People told us poor care was not tolerated and the overall attitude and approach of care staff had improved. Staff were respectful and treated people with dignity.

The provider and registered manager were improving care plans to ensure care records reflected the good care staff provided. People had a say in the service they received. Staff communicated well with people to review and adapt care to reflect changing needs. People and families were supported to raise concerns and make complaints and the service adapted the care provided in response to this information.

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 26 January 2017 )

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 inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 19 October 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 19 October 2019

The service was effective.

Details are in our safe findings below.

Caring

Good

Updated 19 October 2019

The service was caring.

Details are in our safe findings below.

Responsive

Good

Updated 19 October 2019

The service was responsive.

Details are in our safe findings below.

Well-led

Good

Updated 19 October 2019

The service was well-led.

Details are in our safe findings below.