We carried out a review of the data available to us about 360HC Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about 360HC Ltd, you can give feedback on this service.
360HC Ltd is a domiciliary care service which provides care and support to people in their own homes. At the time of our inspection there were 45 people using the service.
People’s experience of using this service and what we found
The service was absolutely focused on providing exceptional standards of person-centred, caring support for people.
People had strong, meaningful relationships with the staff. They received care which always had their wishes, preferences and individual needs at its heart. The registered manager and provider had an extremely strong, person-centred vision for the service, and employed staff who were passionate in their approach to improving people’s independence, dignity and quality of life. The service found ways to continue to support people safely even when this meant reducing the number of calls if this improved the well-being of people and their relatives.
360HC Ltd put people at the heart of decisions about their care. People were given time and support to express how they preferred things to be done, and this was always respected. Care plans were written with people over a period of time to ensure all important detail was captured.
People received exceptional person-centred care, which was highly responsive to their needs and empowered them to achieve meaningful goals.
People who used the service had absolute choice and control over their care, and the provider developed strong links with other health and social care professionals to ensure goals were achieved.
End of life care available to people was exceptional. Staff had been provided with training and support from palliative care specialists who helped improve their understanding, confidence and knowledge. Known staff provided care when people needed it, and were also able to support people’s relatives effectively.
People had access to information which empowered them to understand what good care should look like, and there were robust formal and informal means of raising concerns or complaints. Action was always taken, and the provider saw all feedback as a learning opportunity which may improve the service further.
There was high-quality leadership in the service, and a very high level of caring for and supporting staff. Staff had real pride in their role, and made a difference to people’s lives. People, their relatives and staff were highly involved in the drive to promote continuous learning and improvement in the service and the care it provided. Strong links had been developed with other health and social care professionals which enabled the provider to deliver consistently person-centred care.
Staff were recruited safely, well trained, and people had consistent staff providing their care. The service was very reliable, and people were consulted when any changes to their planned calls needed to be made. There was a good standard of information showing how staff could minimise any risks, and people received their medicines safely.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff supported people well with all aspects of nutrition, and helped people to attend or prepare for health appointments as needed.
Rating at last inspection: At our last inspection in October 2016 we rated the service as good. At this inspection we found the provider and management team had embedded strong practices which had very positive impact on people. We have now rated the service as Outstanding in three of our key questions, which means its overall rating is also Outstanding.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
The last inspection of this service took place on 26 October 2013, where we found the registered provider was compliant with the regulations that we looked at. Before this inspection which took place on 27 October and 1 November 2016 we contacted the registered manager to tell them we would be inspecting the service within 24 hours. This ensured that the registered manager could be present during our inspection.
There was a registered manager in place. 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.
Staff understood how to protect people from harm and abuse. They knew how to report abuse and told us they would report any issues to the registered manager, local authority or to the Care Quality Commission. This helped to protect people from harm.
Staff were provided in sufficient numbers to ensure service delivery. Staff received training which helped to maintain and develop their skills. Supervision and appraisals were conducted to identify further training needs and to discuss the staff’s performance.
Staff were caring and worked flexibly to help provide continuity of care to people. This included the directors and office staff.
People’s care records reflected their current care and support needs. Staff understood people’s needs and were aware of potential risks to people’s health and wellbeing, or risks present within their home environment.
People received person-centred care based on their preferences. People and their chosen representatives were involved in assessments and the care planning process prior to the service commencing, which ensured all parties were informed.
We visited a person who used the service. We saw that they looked well cared for. They confirmed the staff took good care of them and met their needs.
People were supported to take their medicines as prescribed. Staff had received training in medicine management and administration and followed the Wakefield County Council guidance and the registered providers policies and procedures.
Staff supported people to maintain their nutritional needs and assisted them to make choices regarding their meals. This ensured people’s nutritional needs were met.
Staff contacted relevant health professionals for help and advice to protect people’s wellbeing.
The management team were available at any time to people, their relations and staff to provide assistance, help or advice.
Staff understood that if people lacked capacity to make their own decisions then the principles of the Mental Capacity Act 2005 and codes of practice must be followed, which helped to protect people’s rights.
An effective quality monitoring system was in place. People’s views were sought about the service through questionnaires. Feedback received was acted upon to make sure people remained satisfied with the service they received. The management team undertook audits and checks were carried out called ‘spot checks’ to observe how staff delivered care to people.
There was a complaints policy in place so people could raise issues. However, no complaints had been received since the last inspection.