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Agincare UK - Nutfield Extra Care Scheme Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 12 July 2018

This inspection took place on 19 and 20 April 2018. At our last inspection we rated the service good. At this inspection we found evidence the service was now outstanding and because of this the report is in a shorter format.

Agincare UK - Nutfield Extra Care Scheme provides personal care to people living in their own flats across four schemes. It also provided personal care services to those people who were in prison. At the time of our inspection there were 74 people using the service.

The service was managed by 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.

People told us they felt safe when using this service. Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to report any concerns. Risks to people's wellbeing were assessed and action taken to reduce these. The service focused on keeping people safe whilst promoting their independence.

There were enough staff to meet people's needs and staffing levels were flexible according to people's changing needs. The registered manager followed safe recruitment practices to ensure that staff were suitable to work with people. Staff were qualified and received training that helped them to deliver a high quality service to people. The registered manager provided support and guidance to staff to ensure they were equipped to carry out their roles. Staff felt valued by the registered manager and supported in their roles.

People’s medicines were handled safely.

Where necessary people's nutritional needs were well met. Where required they supported people to access a range of health and social care professionals in the community for advice, treatment and support. Staff monitored people's health and wellbeing and responded quickly to any concerns.

Staff understood the importance of gaining consent from people and acted in accordance with the principles of the Mental Capacity Act 2005. Staff had a good understanding of people's needs and supported them effectively.

People's achievements were celebrated and their views were sought and acted on. People were supported by staff who were compassionate and treated them with dignity and respect. Without exception, people who used the service spoke highly in their praise about the staff who supported them.

People had assessments of their needs and care was planned and delivered in a person-centred way. The service had creative ways of ensuring people led fulfilling lives and they were supported to make choices and have control of their lives.

People described how their care was delivered and what they told us demonstrated the service was extremely person-centred. Staff echoed that the service was person-centred in their feedback and our own observations and evidence gathered supported this. Every element of the approach of the registered manager and staff was centred around the person who used the service, their abilities, feelings, wishes and goals.

People who used the service accessed a range of community facilities and were involved with activities which were organised by the service.

People's end of life wishes were followed with pride and staff took great comfort when they had supported people to have the end of life they had wished for.

The service had a positive, vibrant and caring culture which people, relatives and staff supported and promoted. People told us they were well supported and well cared for. Staff were exceptional in supporting people to be as independent as possible in their lives. We saw lots of examples where people were striving towards independence.

Staff were highly motivated and reflected pride in their work. They talked about people i

Inspection areas

Safe

Good

Updated 12 July 2018

The service remained safe.

Effective

Good

Updated 12 July 2018

The service remained effective.

Caring

Outstanding

Updated 12 July 2018

The service has improved to Outstanding.

Responsive

Outstanding

Updated 12 July 2018

The service has improved to Outstanding.

Well-led

Outstanding

Updated 12 July 2018

The service has improved to Outstanding.