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Dimensions West Midlands Domiciliary Care Office Good

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

Inspection Summary


Overall summary & rating

Good

Updated 3 September 2019

Well-Led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

The service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

Planning and promoting person-centred, high-quality care and support; and how the provider understands and acts on duty of candour responsibility

• We saw the provider had submitted notifications since the last inspection. This meant we could see how the provider had reacted to any incidents or concerns and how people were supported.

• People told us they were happy with the service received. One person told us, “I am happy to use the service, I would recommend it to others.” A relative told us, “Dimensions are marvellous.”

Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements

• We found systems and processes to monitor the quality and safety of the service were in place and regular audits were carried out. These included, but were not limited to care plans, medicine and environment. We were told how there were also checks carried out in conjunction with family members of people using the service. As part of a specific audit they visited a premises and spoke with people about their thoughts on the service. We saw that actions were taken in response to this, an example being, where a person shared they were unhappy with a particular staff member, this was addressed. The registered manager told us how they were able to identify patterns and trends from the information audited.

• We found the previous CQC inspection rating was displayed on the provider’s website as is required and in the office setting.

• People using the service told us they were familiar with the registered manager. One person said, “[Registered manager’s name] is fantastic, he will call and ask if I want to go to the pub for a drink to get me out of the house, I enjoy it when we go out, I can talk to him and tell him how I am feeling.” A second person said, “I know the manager, I think he is alright.” A relative told us, “Good management, no worries I am very satisfied they go that extra mile.”

• We found staff were supported by the registered manager and the provider and one staff member told us, “The service is well led, we get support from managers.

• A professional we spoke with told us, “Since the new manager has come in, things have settled and at this moment in time, I have no concerns with the service”. The professional shared that the registered manager appeared to be ‘more proactive in doing things with people than the last manager.”

Engaging and involving people using the service, the public and staff, fully considering their equality characteristics

• We found feedback was taken from people in relation to the registered manager’s annual appraisal. The overall effectiveness of the service was considered and staff told us this information was fed back to people verbally.

• We saw residents meetings occurred, but these were carried out over multiple sites and it was down to individual managers and team leaders as to when these took place. One person told us, “We have meetings and talk about how things are going, you don’t have to go, I choose if I want to.”

• Team meetings for staff also occurred in individual settings. One staff member told us, “We have team meeting every month. We can speak up and are listened to. A second staff member said, “We have team meetings on site. We have discussions around how we can make things better and I suggested the communication policy and managers are now looking at my idea.”

Continuous learning and improving care

• The registered manager told us how they were always learning from people’s changing needs and would continue to improve as much as possible.

Working in partnership with others

• The re

Inspection areas

Safe

Good

Updated 3 September 2019

The service was safe

Details are in our Safe findings below.

Effective

Good

Updated 3 September 2019

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 3 September 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 3 September 2019

The service was responsive

Details are in our Responsive findings below.

Well-led

Good

Updated 3 September 2019

The service was well-led

Details are in our Well-Led findings below.