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Inspection Summary


Overall summary & rating

Outstanding

Updated 24 April 2019

About the service:

Action Homecare is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community, including older people and people living with dementia. The service operates in Long Sutton, Sutton Bridge and Holbeach. At the time of our inspection 66 people were receiving a personal care service.

People’s experience of using this service:

• People were at the heart of the service. Staff had a deep understanding of each person’s individual needs and preferences and used this knowledge to provide them with flexible, responsive support which enhanced the quality of their lives.

• People were closely involved in the development of their individual care plan and met with the provider on a regular basis to discuss and agree any changes.

• The provider had a meticulous approach to the deployment of staffing resources. This meant people experienced a high level of staffing continuity which had a very positive impact on their safety and well-being.

• Staff were caring and friendly and supported people with kindness and compassion in ways which often went far beyond the provider’s formal contractual agreement. People were treated with dignity and respect and were encouraged to retain their independence and exercise choice and control over their lives. End of life care was provided with sensitivity and compassion.

• The provider had established highly effective relationships with a wide range of health and social care services and went to considerable lengths to support people in maintaining their health and well-being.

• The registered manager demonstrated strong, inspirational leadership which was admired and appreciated by her team. The provider went to considerable lengths to promote the welfare and happiness of the staff team. Staff had the knowledge and skills to meet people’s needs and were encouraged to study for advanced qualifications.

• Without exception, people told us they were completely satisfied with the service they received and could think of no ways in which it could be improved. Any concerns were dealt with promptly and effectively and formal complaints were extremely rare. The provider maintained a range of auditing systems to monitor service delivery and ensure it remained in line with people’s needs and preferences.

• Systems were in place to identify organisational learning from significant incidents and the provider was committed to the continuous improvement of the service in the future.

• The provider assessed any potential risks to people and staff and put preventive measures in place to address them. People who needed staff assistance to take their medicines were supported safely and staff assisted people to eat and drink whenever this was required.

• Staff knew how to recognise and report any concerns to keep people safe from harm and were aware of people’s rights under the Mental Capacity Act 2005. 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 a registered manager ('the manager') at the service and the rating from our last inspection was displayed in the office. The manager was aware of the need to inform us of any significant events and incidents.

Rating at last inspection:

Good (Published May 2016)

Why we inspected:

This was a planned inspection based on the rating at the last inspection. At this inspection we were pleased to find service quality had been sustained in some areas and improved in others. As result the rating of the service is now Outstanding.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas

Safe

Good

Updated 24 April 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 24 April 2019

The service was effective.

Details are in our Effective findings below.

Caring

Outstanding

Updated 24 April 2019

The service continued to be exceptionally caring.

Details are in our Caring findings below.

Responsive

Outstanding

Updated 24 April 2019

The service was exceptionally responsive.

Details are in our Responsive findings below.

Well-led

Outstanding

Updated 24 April 2019

The service was exceptionally well-led.

Details are in our Well-Led findings below.