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Able Care and Support Services Ltd Outstanding

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 23 August 2019

About the service

Able Care and Support Services Ltd is a domiciliary care agency providing personal care to people in their own homes including a group of people living in an extra care housing project. 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 this inspection the service was providing personal care to 86 people.

People’s experience of using this service and what we found

People who used the service received a very high quality of care from an exceptionally well led service. We received extremely positive feedback from people, relatives and professionals on how staff had developed caring relationships with people and their relatives. People consistently told us how they were supported with great kindness and respect.

The culture of the service was one of building positive relationships with people, not only making sure people were safe, but were happy and had a good quality of life. People spoke about looking forward to the visits from staff. One person had commented in their customer satisfaction survey, “I cannot thank you all enough for what you have done for me. I love each and every one of you, I really do.”

People were placed at the centre of the service and were consulted on every level. Respect for privacy and dignity was at the heart of culture and values of the service. Everyone told us staff went out of their way to involve people in deciding on how they wanted to be cared for and supported.

Relatives told us the service had a positive effect in people’s lives. For instance, one relative said, “[Staff] treat my parents so well. Mum has started singing again because all the staff sing with her. Lovely to hear her sing.”

The training provided to staff was of a particularly high standard, and this had proven very beneficial for people. For instance, the staff induction training ‘Boot Camp’ made sure staff shared the values of care, compassion, communication, courage, competence and commitment from the very start of their employment. Staffs’ specialist training in monitoring the health of people with particular health conditions had helped several people to stay in their own homes, where they wanted to be.

People were supported consistently by the same staff and regular checks on staff and their ability to do their jobs in a safe way meant people could be reassured they were receiving high quality care.

The service was especially well run. Staff and the registered manager shared the visions and values of the service and these were embedded within service delivery. There were systems to assess the quality of the service provided.

The service had won several nationally recognised awards. This included an award for providing a particularly high standard of care and support to people who were living with dementia, and another award, for caring for people who were at the end of their lives.

Staff worked in partnership with external health and social care professionals to ensure they supported people well. There was a very strong emphasis on continuous improvement. And the lessons learnt from incidents and people’s feedback where used to improve the service further.

People and their relatives told us they received very safe care. Staff understood their responsibilities in protecting people from the risk of harm. Risks to people's well-being and their environment were detailed and updated when circumstances changed. People received support to take their medicines safely and as prescribed.

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

Rating at last inspection:

Good. The report was published in December 2016.

Why we inspected:

This was a planned inspection based on the previous rating.

We will continue to monitor information we receive about the se

Inspection areas

Safe

Good

Updated 23 August 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 23 August 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 23 August 2019

The service was caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 23 August 2019

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 23 August 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.