During an assessment under our new approach
Best Care (Liverpool)is a domiciliary care service which provides care and support to people who live in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our assessment, 400people were being supported with personal care.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
People were protected from the risk of harm and kept safe. However, people’s risk assessments required further detail to help better guide staff. Any safety incidents were investigated thoroughly and lessons learnt.
Staff received training and support to help deliver and maintain high-quality care. People received support from staff who were familiar to them. People and their relatives told us they were well supported by staff.
The registered manager practiced a culture which was underpinned by delivering care and support of a high standard and in a person-centred way. This ethos was understood and practiced by staff.
Governance systems were effective at identifying any shortfalls in practice. However, actions taken to remedy shortfalls, were not always recorded as effectively as they could be.