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Bowland Care Services Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 7 June 2019

About the service:

Bowland Care Services is a small family run domiciliary care service. The service operates from Garstang in Lancashire. Support is provided to people with differing needs in their own homes. The service can provide emergency support and accepts referrals from both individuals and the local authority. At the time of the inspection Bowland Care Services was providing regulated activity to 27 people.

People’s experience of using this service:

We were repeatedly told by people and relatives that Bowland Care Services continued to be very caring. Staff were motivated to make a difference and cared for people in ways that exceeded expectations.

There were high levels of satisfaction amongst people and relatives who used the service. Everyone we spoke with said they would recommend the service to others. The service was described as “exceptional” and “head and shoulders above the rest”. People repeatedly told us staff had made a difference in their lives and said staff routinely went above and beyond to ensure people were happy and safe.

The service was an important part of the community. The service had been recently awarded by the community for their efforts in making a difference to both the people they supported and the wider community. Professionals praised the strong links established by the management team within the community to improve the health and well-being of people in general. Their support was described an outstanding and invaluable.

People and relatives told us the service was very well-led. Leadership within the service was strong and focussed upon striving for and maintaining a caring, responsive and person-centred service.

The registered provider understood the importance of tackling social isolation and developing community links. People were supported to develop and maintain relationships and be active within their community.

There was an emphasis on multi-agency working to meet people’s health care needs. People, relatives and professionals said individuals who used Bowland Care Services developed and retained independence and experienced positive outcomes.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

There was an emphasis on ensuring people were supported by an experienced and qualified staff team who knew people well. People said they were assured staff were experienced and appropriately trained.

People told us they felt safe when being supported by staff. The registered provider understood the importance of creating a culture where people were free from abuse and harassment. Staff were aware of their responsibilities in reporting and responding to abuse and said they would not hesitate in reporting any unsafe or abusive practice.

We found risk was appropriately managed and addressed to minimise the risk of possible harm. When risks had been identified good practice guidance had been referred to, to promote safe and effective practice.

The registered provider worked proactively to ensure individual concerns were identified and acted upon before they became a complaint. People told us they had never had any reason to complain but were confident any complaints would be dealt with effectively and professionally should they ever need to.

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

Rating at last inspection:

At the last inspection the service was rated good (published 16 November 2016). At this inspection carried out in May 2019, we found the service had improved to outstanding.

Why we inspected:

This was a planned and scheduled inspection.

Follow up:

The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.

Inspection areas

Safe

Good

Updated 7 June 2019

The service remained good

Details are in our Safe findings below.

Effective

Good

Updated 7 June 2019

The service remained good

Details are in our Safe findings below.

Caring

Outstanding

Updated 7 June 2019

The service remained outstanding

Details are in our caring findings below.

Responsive

Good

Updated 7 June 2019

The service remained good

Details are in our responsive findings below.

Well-led

Outstanding

Updated 7 June 2019

The service improved to outstanding.

Details are in our Well-Led findings below.