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Forget Me Not Home Care Ltd Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 11 May 2018

Forget Me Not Home Care Ltd is a domiciliary care agency. It is registered to provide personal care to people living in their own homes in the community, including older people; people with physical disabilities and people living with dementia.

The service was first registered with the Care Quality Commission (CQC) in December 2016 and became operational in March 2017. We conducted this first comprehensive inspection of the service on 4 and 8 January 2018. The inspection was announced. On the first day of our inspection nine people were receiving a personal care service.

The service had a registered manager. A registered manager is a person who has registered with CQC to manage the service. Like registered providers (‘the provider’) 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. Forget Me Not Home Care Ltd operates from an office in The Old Hall (a care home registered separately with CQC) and the registered manager of the service was also the registered manager of The Old Hall.

In establishing Forget Me Not Home Care Ltd, the provider’s stated aim was to provide people with a service that was ‘completely tailor made to your needs as we work around you, for you and with you to [enable you] to carry on living an independent life’. In the service’s first 10 months of operation, this commitment to creating a fully person-centred service, had undoubtedly been achieved.

People were at the heart of the service. Staff had a deep understanding of each person’s individual needs and preferences and used this knowledge to provide them with flexible, responsive support which enhanced the quality of their lives. A minimum call time of one hour ensured staff had sufficient time to meet people’s physical and emotional needs in a holistic way, without rushing. The provider had a meticulous approach to call scheduling which meant people’s care calls were never late and were often early –something people were very pleased about. People knew which member of staff would be covering each call and were introduced personally to each new member of staff before they started providing them with care. People were closely involved in the development of their individual care plan and met with the provider on a monthly basis to discuss and agree any changes.

Staff were caring and friendly and supported people with kindness and compassion in ways which often went far beyond the provider’s formal contractual agreement. People were treated with dignity and respect and were encouraged to retain their independence and exercise choice and control over their lives. End of life care was provided with sensitivity and compassion.

Inspired by the registered manager’s determination to pioneer new ways of providing homecare, there was a strong culture of innovation within the service. A number of successful initiatives had been introduced in support of the provider’s vision of a wholly person-centred service. Systems were in place to identify organisational learning from significant incidents and the provider was committed to the continuous improvement of the service in the future.

Without exception, people told us they were completely satisfied with the service they received and could think of no ways in which it could be improved. People also said they had no reason to complain about the service but were confident any complaint would be handled properly if they did. The provider maintained a range of auditing systems to monitor service delivery and ensure it remained in line with people’s needs and preferences.

The registered manager demonstrated strong, inspirational leadership which was clearly admired and appreciated by her team. The provider went to considerable lengths to promote the welfare and happiness of the staff team. Staff had the knowledge and skills to meet people’s needs and were enc

Inspection areas

Safe

Outstanding

Updated 11 May 2018

The service was very safe.

Staffing resources were managed with great care to ensure that staff had time to meet people�s physical and emotional needs in a holistic way.

People�s care calls were always on time and were often early.

People knew every member of the care team and were introduced personally to each new member of staff before they started providing them with care.

The provider assessed any potential risks to people�s safety and welfare and put preventive measures in place where these were required.

The provider took great care to protect the safety and welfare of staff.

Staff knew how to recognise and report any concerns to keep people safe from harm.

People who needed staff assistance to take their medicines were supported safely.

Systems were in place to promote organisational learning from significant incidents.

Effective

Good

Updated 11 May 2018

The service was very effective.

Staff were experienced in the care of older people and had the knowledge and skills required to provide people with safe, effective care.

Senior staff were proactive in researching good practice guidance and implementing this within the service.

An innovative online system enhanced staff communication and enabled them to respond to people�s needs quickly and effectively.

Staff worked proactively with local healthcare services and supported people to access any specialist support they needed.

Staff were aware of the principles of the MCA and reflected it in their practice.

Staff assisted people to eat and drink whenever this was required.

Caring

Outstanding

Updated 11 May 2018

The service was very caring.

The provider went far beyond formal contractual requirements to provide people with kind, compassionate care.

Staff were warm, friendly and caring and treated people with dignity and respect.

People were encouraged to retain their independence and to exercise choice and control over their lives.

Responsive

Good

Updated 11 May 2018

The service was very responsive.

People were closely involved at every stage in the development of their individual care plan. People met the provider on a monthly basis to discuss and agree any changes.

Staff had a deep understanding of people's individual needs and preferences and used this knowledge to provide them with flexible, responsive support which enhanced the quality of their lives.

End of life care was provided with sensitivity and compassion.

People were confident the provider would respond properly to any complaints or concerns.

Well-led

Outstanding

Updated 11 May 2018

The service was very well-led.

Without exception, people were completed satisfied with the service and had no suggestions for improvement.

There was a strong culture of innovation and continuous improvement.

The registered manager displayed strong, inspirational leadership which was admired and appreciated by her staff team.

The provider went to considerable lengths to promote the welfare and happiness of the staff team.

A range of measures was in place to monitor service quality.