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Golden Keys Care Agency Ltd Good

Inspection Summary

Overall summary & rating


Updated 28 June 2018

The Inspection took place on 16, 21, 23 May 2018 and 6 June 2018 and it was announced at short notice to ensure the registered manager was available.

Golden Keys Care Agency Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to adults in the local area. There were 49 people using the service at the time of this inspection.

This was the services first inspection. There was a registered manager in post. 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 received their care and support safely. Care workers understood how to support people and knew how to protect them from the risk of harm. The service recruited people safely and employed sufficient care workers to meet people’s needs. People received their medicines safely as prescribed and the records were of a good standard. Care workers had a good understanding of how to minimise the risk of infection, they had been trained, and had access to personal protective equipment such as gloves and aprons.

People’s care needs had been assessed and their care plans reviewed as their needs changed. Care workers were well trained and supervised and they knew how to support people effectively. People were supported to eat enough food, and drink sufficient fluids. When necessary, care workers ensured people’s healthcare needs were met. The service worked well in partnership with other professionals to ensure that people received the health care support they needed.

The service worked in line with other legislation such as the Mental Capacity Act 2005 (MCA) to ensure that people had as much choice and control over their lives as possible. The service had carried out appropriate assessments in line with legislation.

People were supported by kind, caring and compassionate care workers. Their independence was encouraged as much as possible while minimising any risks to help keep them safe. People felt their care workers gave them the time they needed and respected their dignity and privacy. People and their relatives were very complimentary and said that care workers were trustworthy, professional and flexible. They told us they were kept involved in decision-making. Advocacy services were available if people needed them. An advocate supports a person to have an independent voice and enables them to express their views when they are unable to do so for themselves.

People received personalised care that was responsive to their needs and care plans and daily notes were detailed and informative. There was a good complaints procedure and people had confidence that any complaints would be dealt with quickly.

People felt the service was well led. They knew who the registered manager was, and had confidence in them. Care workers were well supported and happy in their work. The quality assurance systems were effective and the registered manager learnt from audits and investigations and made the necessary improvements. Confidential information was stored safely in line with data security standards.

Further information is in the detailed findings below.

Inspection areas



Updated 28 June 2018

The service was Safe.

People were safeguarded by the service�s policies, procedures and practices, and risks were well managed.

There was a robust, on-going recruitment system in place and the service employed sufficient staff to meet people�s needs.

The medication system was appropriate for the needs of people who required support.

The service had effective infection control measures in place and care workers understood their responsibility to report any accidents and near misses.



Updated 28 June 2018

The service was effective

People were fully involved in the assessment process.

Care workers received a good induction, had been trained and felt well supported.

Where people were supported to eat and drink, they had sufficient to meet their needs.

The service worked well with other professionals and provided people with effective healthcare support.

People participated in, and consented to their care and support.

Care workers had an understanding of the Mental Capacity Act 2005 and assessments had been carried out where required.



Updated 28 June 2018

The service was Caring.

People were treated with kindness and compassion. Their privacy, dignity and independence was respected and promoted.

People and their families were fully involved in decision-making.



Updated 28 June 2018

The service was responsive.

People received personalised care that reflected any changing needs. Care plans contained good information about people�s likes, dislikes and life events.

There was an effective complaints system in place and people were confident their concerns were dealt with swiftly.



Updated 28 June 2018

The service was well led.

People knew the registered manager, and care workers felt well supported by them and shared their vision to provide good quality care in the community.

People were satisfied with the service overall and said they would recommend it to others.

There was an effective quality assurance system in place and people�s personal information was protected.