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Continued Care from Oakville Ltd - Harrogate Outstanding

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

We are carrying out a review of quality at Continued Care from Oakville Ltd - Harrogate. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Outstanding

Updated 15 January 2019

This announced inspection took place on 9 and 13 November 2018.

Continued Care from Oakville Ltd – Harrogate 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, people living with dementia, younger disabled adults, adults with a learning disability and children. At the time of this inspection, the service was providing personal care and support to 85 people.

Not everyone using Continued Care from Oakville Ltd – Harrogate 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.

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.

There was 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.

At the last comprehensive inspection in November 2015 we found the service was meeting requirements and awarded a rating of good. At this inspection we found the registered manager and staff team had developed the service further to achieve an outstanding rating.

The values and culture of the service was exemplified by all the staff who worked in the service. People received personalised care which was exceptionally caring and responsive to their needs and wishes. People were supported by staff with similar interests or where their experience or skills may be of particular benefit. Managers and staff were passionate about providing people with the very best care.

Respect was at the heart of the service’s culture and values and people who used the service reported they felt a tremendous sense of safety and social and emotional wellbeing with their staff. They told us they were extremely happy with and appreciative of the care they received. Comments used to describe staff included, “Exceptional,” “[Name] has a genuine understanding and affection for their work, and, “Full marks all round.”

People who used the service and their relatives spoke extremely positively about the staff who cared for them. Staff were actively encouraged to spend time to reflect on the quality of their practice to support their learning and gain new insights and improve their practice. Staff were highly motivated and offered care and support that was exceptionally compassionate and kind.

Care plans were extremely person-centred. They focused on individual needs and people’s goals and aspirations and how these could be met. People were actively involved in the development of their care plans and the use of technology had been embraced to enable people to access the service’s electronic planning system to check on their visits, send messages and reschedule calls. Staff used a variety of tools such as different languages, sign language and Makaton to communicate with people.

Staff spoke consistently about Continued Care from Oakville Ltd – Harrogate being a good place to work. They described excellent working relationships and spoke enthusiastically about their work and the organisation’s culture and core values. Staff told us the registered manager led by example and encouraged them to use their initiative to ensure people received high quality, personalised care.

The provider had introduced several schemes to recognise and reward staff who had made an outstanding contribution to the care of pe

Inspection areas

Safe

Good

Updated 15 January 2019

The service was safe.

Staff had received training in safeguarding issues and people told us they felt safe.

Risk assessments were completed to guide staff on how to minimise risks. Medicines were managed and administered safely.

Robust recruitment processes were followed. Staffing was kept under review to ensure people had the care they needed in a timely way.

Highly effective management systems were in place to monitor accidents and incidents.

Effective

Good

Updated 15 January 2019

The service was effective.

Admissions to the service were carefully considered and considered people�s life choices and care preferences.

People spoke positively about the staff. They received consistent, high quality care and support from well-trained staff.

Relationships were effectively established with other professionals involved in people�s care and support.

Staff had a clear understanding of the principles of the Mental Capacity Act.

Caring

Outstanding

Updated 15 January 2019

The service was extremely caring.

People who used the service and their relatives were wholly positive and expressed a high degree of satisfaction with their care.

Staff were passionate about the people they cared for.

Respect for people was at the heart of the service�s culture and values. Staff displayed great empathy and worked with people and their relatives to understand how to best support them.

Effective communication was evident throughout the service and staff evidently worked collaboratively to improve the quality of life for people.

Responsive

Good

Updated 15 January 2019

The service was responsive.

Care plans were person-centred and focused on people�s individual needs. Strong personal and professional relationships were in place.

People were supported to participate in a range of activities and outings that suited their individual preferences.

Although they had not needed to make a complaint people knew who to speak with if they had any concerns.

Staff worked flexibly, together with relatives and healthcare professionals to support people with their end of life care.

Well-led

Outstanding

Updated 15 January 2019

The service was extremely well-led.

Exceptionally effective management systems existed to promote people�s safety and wellbeing at all times.

There was a particularly strong emphasis on continuous improvement. Staff had exceptional management support for example through a dedicated induction team and a staff welfare and engagement support service.

Managers demonstrated they worked extensively to share best practice and promote quality, person-centred home care.

Extensive quality assurance processes were in place to consistently and continuously monitor all aspects of the service.