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Archived: Love to Care Outstanding

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 9 June 2018

This announced inspection took place on 25, 26 and 27 April 2018. We visited the office on 25 April 2018 and carried out home visits to people on 26 April 2018. Phone calls to people who used the service and their relatives were made on 27 April 2018. The service was registered with the Care Quality Commission (CQC) in February 2017 and this was the first inspection.

Love to Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to younger and older adults. Not everyone using Love to Care was receiving a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of this inspection 29 people were receiving personal care from the service. People who use the service live in Torquay, Paignton and the surrounding areas.

The service had a registered manager. 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.

Love to Care put people at the centre of their care experience. The service used the ‘Buurtzorg’ model of care. This model starts from the person’s perspective and works outwards to find solutions that bring greater independence and improved quality of life. The service had worked with leading experts in person centred outcomes and ‘values based’ recruitment. At the service, wellbeing teams of staff worked with people to focus on what was important to them and to support them to achieve the most out of their lives.

The provider had made ‘A Promise’ to people. The aims of the promise included using a person centred approach where people were in control of their care and support, continuity, flexibility, community connections, and staff wellbeing. Throughout this inspection, we found this commitment had been fully achieved. People told us, “I couldn’t wish for a better organisation, they’re as good as gold”, “I can’t recommend them enough” and “I always give them 5 stars.”

Each person had a team of no more than four staff who they knew well. People wrote their care plan with staff. Care plans contained highly personalised information about what was important to the person, what mattered to them, what they would like their team to know and do, and the help and support they needed. The service employed a community wellbeing coordinator who worked alongside staff and supported people to re-engage with their local community and reduce isolation. This had made a real difference to people’s lives. One person said “I have so much more confidence, it’s unbelievable.”

People consistently told us they felt safe. The service went the ‘extra mile’ to ensure people were kept safe and risks were managed and minimised. A community professional said, “They tailor their support to individuals, adapting to the client’s needs to ensure they remain living in their own homes as safely as possible.”

The provider had worked with a national leading expert in values based working. This supported them to recruit staff with the right values, behaviours and attitudes. The service had won the Skills for Care Accolades Award for Best Recruitment Initiative in 2018. Staff were highly motivated and were exceptionally kind, caring, and compassionate towards the people they supported. Staff commented, “It’s just marvellous, it’s all about the people” and “The people are amazing.”

People benefited from the extremely committed staff who delivered very effective care and support. People said, “I couldn’t ask for a better bunch. I don’t see them as carers I see them as friends” and “I am truly

Inspection areas

Safe

Good

Updated 9 June 2018

The service was safe.

Staff were quick to identify risks to people and took swift action to minimise the risk of harm.

Staff worked closely and creatively with people and other agencies to ensure people received their medicines as prescribed.

The open culture ensured safety concerns were reviewed and used to learn and improve.

Effective

Outstanding

Updated 9 June 2018

The service was very effective.

The service used a values based recruitment strategy to ensure they recruited the right staff to deliver care to people.

Staff training was tailored to ensure each person’s needs were met appropriately.

Strong links and excellent relationships were maintained with health care professionals.

Caring

Outstanding

Updated 9 June 2018

The service was very caring.

People benefited from a strong, visible, person-centred culture. People valued the relationship they had with care staff and expressed great satisfaction with the compassionate care they received.

The service was exceptional at working with people and ensuring they got the support they needed and wanted.

Respect for people’s privacy and dignity was at the heart of the service’s culture and values.

Responsive

Outstanding

Updated 9 June 2018

The service was very responsive.

Staff involved people, their representatives and other carers in their care and support so they felt empowered, listened to and valued.

The service went the extra mile to find out what people have done in the past and looked at ways of making activities happen.

The service actively built links with the local community and connected people with other organisations.

The service valued feedback and people were encouraged to give their views and raise concerns and complaints if the need arose.

Well-led

Outstanding

Updated 9 June 2018

The service was very well-led.

People received care and support from a provider who put them at the heart of the service.

The provider and registered manager placed a strong emphasis on continuous improvement and sharing information.

Staff were motivated and proud to work at the service. There were high levels of satisfaction across all staff.

The service worked in partnership with others to provide a high quality service.