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Continued Care from Oakville Ltd Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 10 January 2019

This inspection took place on 29 October, 2 and 7 November 2018 and was announced. At our last inspection in November 2015 we found the service was good. At this inspection we found the service remained good.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults and children. There were 38 people using the service at the time of the inspection.

Not everyone using Continued Care from Oakville Limited receives regulated activity; the Care Quality Commission only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager in post. A registered manager is a person who has registered with CQC 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.

The service was led by a registered manager who was an excellent role model to staff and who had received accreditation and recognition for maintaining and demonstrating innovative practice and quality care delivery. The registered manager had been asked to contribute to a parliamentary review for adult social care, which is a document that showcases examples of sector-leading practice, and had won a national award recognising high standards of practice.

Staff were empowered to contribute positively to the development of the service. Their ideas were listened to and where they could benefit people and the quality of care they were implemented. These ranged from staff incentives to Zumba classes for people and their relatives to improve their mobility and social activities.

Care plans were written in partnership with people according to their aims and personal goals, and included high quality and detailed information on people’s preferences and how they wanted their needs to be met. The service used technology creatively to ensure they received up to date information on changes to people’s needs, and people could also communicate directly with the service’s electronic systems to ensure any key messages were instantly taken on board.

People were positive about staff attitude and care, and we saw examples where staff had gone ‘above and beyond’ their roles to make meaningful improvements to people’s lives. The service provided its own staff to ensure a day centre, ran by a charity for people living with dementia, could run safely and their engagement was vital in the maintenance of this service which allowed people to participate in their community and provide respite for their relatives.

People’s feedback was sought in creative and innovative ways and used to improve aspects of the service. For example, improvements to the interview process for staff took into account suggestions made by a person using the service. The service donated to charity for every survey response received.

There were enough staff to meet people’s needs. The service monitored staff electronically to ensure punctuality. Rotas were flexible and could be changed to ensure everyone’s needs were met. Staff were recruited safely.

Medicines were managed safely. Medicines administration records were audited regularly. Staff received training in medicines safety and had their competency assessed by senior staff before administering medicines on their own. Risks to people were assessed appropriately and contained detailed information. Staff received training in safeguarding adults and were able to describe how they would protect people from harm.

People told us staff were trained and competent to meet their needs. Staff received a comprehensive induction and training programme. Staff told us they felt we

Inspection areas



Updated 10 January 2019

The service was safe.

There were enough staff to meet people�s needs and staff were recruited safely.

People�s medicines were managed appropriately and informed by national guidance.

Risks to people were assessed appropriately and in a person-centred way. Staff knew how to protect vulnerable people from harm.



Updated 10 January 2019

The service was effective.

Staff received a detailed and intensive programme of induction and training covering a variety of topics relevant to people�s care. Staff felt well supported through observation, supervision and appraisal.

The registered manager understood their role in applying the principles of the Mental Capacity Act (2005) and staff demonstrated good understanding of the act.

People�s health and wellbeing was monitored effectively and involved a multi-disciplinary approach. Staff raised issues appropriately.



Updated 10 January 2019

The service was good.

There were numerous examples observed where staff had ensured people were cared for in a compassionate way. We saw a high volume of compliments about staff attitude and examples where they had gone above and beyond their expectations.

People�s independence was promoted by staff and people we spoke with felt empowered to maintain control of their lives. People felt that they were treated in a way that protected their dignity and staff demonstrated they knew how important it was to ensure people�s privacy was maintained.

People�s diverse needs and characteristics were taken into account when care plans were written.



Updated 10 January 2019

The service was good.

Care plans contained highly detailed, objective led instructions for staff to ensure people�s wellbeing was upheld in a holistic way.

People�s care and support is planned proactively in partnership with them. Staff use innovative and individual ways of involving people so that they feel consulted, empowered, listened to and valued.

People knew how to make complaints and felt their concerns were responded to appropriately. There were systems and processes in place to ensure complaint were recorded and acted upon in a timely way.



Updated 10 January 2019

The service was outstanding.

The service was led by a registered manager whose innovative work towards improving the service was nationally recognised and the service was accredited by external agencies as a high performing organisation.

The vision and values of the service were person-centred. This makes sure people are at the heart of the service. The service provided a member of staff to ensure a community day centre run by a local charity for people with dementia could continue to operate safely.

The service used innovative ways to involve staff in the development of the service and their ideas were implemented where a benefit to people or the running of the service was evident. Staff were universally positive about the leadership and culture of the service.

The service finds innovative and creative ways to enable people to be empowered and voice their opinions. The service also donated to charity for each survey response as an incentive for people to return surveys. People received newsletters which contained up to date information about the service and the community.