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New York Care Limited t/a Home Instead Senior Care Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 3 November 2018

This inspection took place on 19 and 21 September and was announced.

At our last inspection we rated the service Good. At this inspection, we found the evidence had improved to support the rating of Outstanding, with an improved rating of Outstanding in caring and well-led. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns.

The service is a domiciliary care agency. It provides personal care to older and younger people who may have learning impairment, a dementia related condition or a physical disability and live in their own houses and flats in York and the surrounding areas.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. At the time of this inspection the service was not supporting any persons with a learning impairment.

Not everyone using Home Instead Senior Care receives 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 111 people were receiving a service and of those 58 received a regulated activity.

People and their relatives were extremely satisfied with the care and support they received. People told us that staff paid attention to the little things that mattered to them, working above and beyond their normal duties to support them. One relative advised they had travelled home thinking about the bedding being on the washing line in the rain. When they arrived home, the care worker had taken the initiative to bring the washing in and fold it up. This meant the relative could spend more time with their loved one, rather than rewashing all the bedding. Where people had interests they felt unable to pursue, staff would explore them and find either similar interests to adapt to their current circumstances or get creative with people to spark their enthusiasm. Staff clearly cared deeply for the people they supported.

Staff described how people were supported to remain as independent as possible, whilst having an awareness of their human rights. Care plans contained detailed information about people’s levels of independence to support staff knowledge and practices. People and their relatives told us staff were conscientious and promoted the utmost dignity at all times. Staff told us they treated people like part of their own family and were extremely considerate of people’s privacy.

Communications across the service were excellent and people’s needs, choices and preferences were considered. Information was available to people in different formats and staff had a good awareness of how to support people with sensory impairments. The provider had also completed research in the local areas to ensure information was available on local services to which promoted people’s independence and well-being.

The provider had developed excellent strategies in line with CQC’s approach of safe, effective, caring, responsive and well-led. Innovative ideas were suggested, actioned and shared with other organisations and local authorities to promote exceptional community links. This reflected the changing needs and preferences of people whilst improving care outcomes.

People and their relatives felt the management and leadership worked exceptionally well to deliver high quality support tailored to their individual requirements.

The management and staff team had a positive and inclusive culture. They listened to people and empowered them to have a voice in all aspects of their care and the running of the service. This resulted in high quality and extremely person-centre

Inspection areas

Safe

Good

Updated 3 November 2018

The service remains Good.

Effective

Good

Updated 3 November 2018

The service remains Good.

Caring

Outstanding

Updated 3 November 2018

The service has improved to Outstanding.

People and their relatives told us that staff were extremely compassionate and caring towards them.

Staff understood the importance of promoting the utmost dignity and respect to people. Staff took the time to ensure people's experience of care and support was enhanced at every opportunity.

Practices and records clearly supported people's needs and encouraged their independence whilst building and maintaining their life skills.

The service ensured that staff understood diversity and equality. Staff were motivated to support people's diverse needs ensuring those with protected characteristics were free from discrimination.

Responsive

Good

Updated 3 November 2018

The service remains Good.

Well-led

Outstanding

Updated 3 November 2018

The service has improved to Outstanding.

Staff were highly motivated and provided extremely personalised care and support to people. Relatives and people told us the management and leadership worked tirelessly to deliver high quality support tailored to their specific needs.

The provider developed excellent strategies which supported the team of staff to provide high quality care and support to people. This encouraged people and staff to challenge practices and raise suggestions to improve care outcomes for people.

The provider regularly challenged practices and worked collaboratively with other organisations. Information and new research was made available to people in line with best practice to build strong community links.