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Beloved Homecare Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 30 March 2018

The inspection took place on 23, 24 and 26 January 2018 and was announced. This was our second inspection of the service. At our previous inspection in November 2015 we rated this service good overall.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. Not everyone using Heritage Healthcare - Trafford receives 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.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. The registered manager, management team and office staff were all motivated and clearly passionate about making a difference to people's lives. This enthusiasm was also shared with care staff we spoke with, who recognised they were ambassadors for the company and acted accordingly.

The values of honesty, excellence, approachability, respectfulness and teamwork (H.E.A.R.T.) were at the centre of the company’s ethos and they strived to appoint and retain staff who were able to effectively demonstrate each of these values.

People and their relatives provided extremely positive feedback that demonstrated the service was exceptionally caring, in both approach and practice. Words used to describe staff included ‘wonderful’, ‘amazing’, ‘dedicated’, ‘passionate’ and ‘professional’.

People were empowered, being involved in making decisions about their lives. People's care and support was planned proactively in partnership with them. There was an emphasis on continuous improvement. The views of people using the service were at the core of quality monitoring and helped shape service delivery.

The service was committed at putting the person at the centre of everything they did. People received personalised care and support based on their assessed needs. People and others that mattered to them had been involved in identifying these needs and how these should be met.

The company went to great lengths in ensuring that people and carers were well matched, shared the same interests in life or had similar personality traits. People were given ‘a new lease of life’. Staff were passionate about the role they played in enhancing people’s social lives.

People using the service were introduced to meaningful activities and were given the opportunity to use technology, with assistance. People were given encouragement and support to reach their full potential and live life to the full, assisted by passionate staff responsive to their needs.

People consistently told us they were supported by staff members who had excellent caring skills and an in depth knowledge of their needs. People told us that staff were well trained, were competent in their work and attentive to their needs and that staff went over and above their duties to make sure they were well looked after. People felt safe and comfortable with the level of skill and expertise demonstrated by staff.

People's care was planned and delivered to maintain their health and well-being. The service was proactive in ensuring that any changes to support were communicated to them immediately so that people received care effective to their needs.

The service regarded people as an extended family and this was apparent in the little extras that the company provided. People appreciated the caring nature displayed by the company and its staff and we saw the positive impact this care had on people’s lives.

Staff showed empathy and had an enabling attitude that encouraged and motivated people to challenge themselves. Care workers were committed to putting people at the centre of the care they received and included people in the decision making process. Care workers showed genuine int

Inspection areas

Safe

Good

Updated 30 March 2018

The service was safe.

The safeguarding adults policy outlined the practice and procedures to be adopted by all staff, in order to minimise the risk of abuse and neglect of people. Staff described how they protected people from abuse.

Mechanisms were in place in relation to medicines to ensure people received the right dose, at the right time and were kept safe from harm.

Management proactively engaged with people, their relatives or representatives and other professionals to assess and minimise risks.

There were extremely robust staff recruitment practices in place, including the use of psychometric tests, and there were plans to improve this even further to ensure that staff employed were suitable to work with people in their own homes and displayed the right values.

Effective

Good

Updated 30 March 2018

The service was effective.

People consistently told us they were supported by staff members who had excellent caring skills and an in depth knowledge of their needs. Staff went the extra mile.

There was a proactive support and appraisal system for staff, which recognised that continuous development of skills, competence and knowledge is integral to ensuring high quality care and support.

Staff understood and had a good working knowledge of the key requirements of the Mental Capacity Act 2005. All staff demonstrated a commitment to promoting the rights and choices of people who used the service and ensured people's human and legal rights were respected.

People's care was planned and delivered to maintain their health and well-being. The service was proactive in ensuring that any changes to medicines were communicated to them immediately so that people received care effective to their needs.

Caring

Outstanding

Updated 30 March 2018

The service was exceptionally caring.

There was a constant theme in the feedback we received from people and their relatives about the caring nature and conduct of staff. Words used to describe staff included �wonderful�, �amazing�, �dedicated�, �passionate� and �professional�.

Staff showed empathy and had an enabling attitude that encouraged and motivated people to challenge themselves, while recognising and respecting people�s lifestyle choices. People were true partners in determining their care and support needs.

Staff recognised and responded to people�s personal preferences. The service sought to deliver care and support in a way that was non-discriminatory and respected personal preferences.

All staff we spoke with had knowledge of people's histories, likes and preferences. Care workers showed genuine interest in people�s lives and knew people well, their preferred routines and other family members who were important to them.

Responsive

Outstanding

Updated 30 March 2018

The service was extremely responsive.

People were empowered, being involved in making decisions about their life. People's care and support was planned proactively in partnership with them.

Staff recognised the importance of self-esteem for people and ensured this was taken into account when delivering care. This had a positive effect on people and promoted their independence.

The company went to great lengths in ensuring that people and carers were well matched, shared the same interests in life or had similar personality traits. People were given �a new lease of life�.

There was an emphasis on continuous improvement. The views of people using the service were at the core of quality monitoring and helped shape service delivery.

Well-led

Outstanding

Updated 30 March 2018

The service was consistently well led.

The values of honesty, excellence, approachability, respectfulness and teamwork (H.E.A.R.T.) were at the centre of the company�s ethos and they strived to appoint and retain staff who were able to effectively demonstrate each of these values.

Systems in place for monitoring the quality of service provision such as monitoring visits and management checks were thorough and robust. People were invited to share their views about the service through quality assurance processes such as feedback forms and spot checks for staff who supported people.

The company valued their staff and had explored other ways of keeping care workers fully informed with weekly emails and mobile phone applications. Results from the staff survey indicated staff were proud to work for the company.

The teamwork approach ethos, apparent throughout the inspection, was reiterated by all employees, from members of the management team to those providing care and support and this ultimately benefitted those people using the service.