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Inspection Summary


Overall summary & rating

Good

Updated 1 January 2020

About the service

Head Office is a domiciliary care service. The service is registered to provide care and support for older people and younger adults who may live with dementia or physical impairments.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

At our previous inspection we found areas of improvement were required. This was in relation quality assurance systems and overall governance. At this inspection we found that improvements had been made. Additional governance systems had been introduced to help improve the quality of care and support provided.

People told us they felt safe and well cared for by staff. People were kept safe from harm as staff knew how to identify and report when people may be at risk of abuse. Risks to people’s safety and welfare were identified and actions taken to provide safe care that kept them safe. People’s medicines were safely managed and administered when required. Staff followed good practice guidelines to prevent the spread of infection.

Staff received training, supervision and support relevant to their role. Further development of training was ongoing. Where people required assistance with their nutritional needs staff supported them well. Systems were in place to ensure information to support people was shared and discussed appropriately with health professionals, where necessary. Consent to care was sought and staff understood people's rights to make their own decisions.

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.

People told us they felt the staff were caring, kind and sensitive to their needs. People’s privacy and dignity was respected, and staff protected and promoted people’s confidentiality.

People's needs were assessed before they began to use the service and care plans were developed from this information. Care plans overall, contained information for staff to support people according to their needs. People and their relatives said they would be confident to raise concerns with the management team.

The provider had further developed governance systems which enabled them to have improved oversight of all aspects of the service. People, their relatives and staff members spoke highly of the registered manager and told us that they were always available and supportive. People were involved in the service development and staff felt able to raise their own views and opinions.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 27 May 2017).

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.

Inspection areas

Safe

Good

Updated 1 January 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 1 January 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 1 January 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 1 January 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 1 January 2020

The service was Well Led

Details are in our well led findings below.