People’s experience of using this service: The service continued to meet the characteristics of Good in all areas.
People continued to receive care that was safe. The provider’s arrangements for people’s care helped to protect them people the risk of harm or abuse. Staff were safely recruited and deployed to provide people’s care. Risks to people’s health, associated with their care and related safety needs, were effectively monitored and managed. Staff supported people to take their medicines safely when required. Relevant management checks of staff care practice and competency helped to ensure people’s safety when they received care.
People continued to received care that was effective. People’s care needs were effectively accounted for in consultation with them or their representative. Staff supported people to maintain or improve their health and nutrition when needed. People’s care was provided in the least restrictive way possible and to maximise people’s choice and control in their care. Staff were trained, informed, supported and worked closely with relevant agencies involved for people’s care. This helped to ensure people received consistent and informed care, which they had agreed to.
People continued to receive care from kind, caring staff who treated them with respect and ensured people’s dignity, equality and rights in their care. Staff knew people well; how to communicate with them and understood what was important to people them for their care. People were informed, involved and supported to understand, agree and make ongoing decisions about their care.
People continued to receive timely, personalised care that was tailored to their individual needs and wishes. Care was agreed and provided in a way that helped to optimise people’s independence, autonomy and inclusion. People were confident and knew how, to raise a concern or make a complaint if they needed to. People’s views and feedback were regularly sought. Findings from complaints and feedback were used to help inform and ensure any service improvements needed. Staff were effectively informed and supported to provide personal care for people living with a life limited illness or at the end stage of life.
The provider operated effective governance systems to ensure the quality and safety of people’s care and for sustained or timely service improvement when needed. Management and staff understood their role and responsibilities for people’s care. Operational management arrangements helped to ensure effective record keeping, safe information handling and timely communication, engagement and partnership working with relevant parities for people’s care..
More information is in the full report.
Rating at last inspection: Good. Report published April 2016
Why we inspected: This was a scheduled inspection based on the previous rating.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk