Good Oaks East Dorset

Updated 10 November 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours' notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We sought feedback from the local authority and professionals who work with the service.

During the inspection

We spoke with two people and seven relatives about their experience of the care provided. We spoke with two members of staff, a care co-ordinator and the registered manager.

We reviewed a range of records. This included three people's care records and medication records. We looked at three staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including audits, complaints and compliments.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 10 November 2021

About the service

Good Oaks East Dorset is a domiciliary care agency that was providing personal care to older adults living in their own homes. At the time of our inspection 17 people were receiving the service. 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.

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

People were supported by staff trained to recognise potential abuse. Risks to people were understood and actions were in place to reduce avoidable harm whilst respecting people’s freedoms. Recruitment practices were robust and there were enough staff with the right skills and values to meet people's needs. The registered manager explained they had encountered staffing issues due to COVID-19, however they were taking all necessary steps to minimise disruption. Some people said there had been some inconsistency with staff, however they appreciated receiving a letter from the registered manager which explained the issues, and explained it is an issue across the board. The letter detailed the action the service was taking to minimise disruption. Infection Prevention and Control (IPC) practices were in line with current legislation.

Assessments identified people's care needs and choices. Staff received the training and support needed to enable them to carry out their roles and responsibilities effectively. Staff knew people well, which meant they were able to recognise and respond to their changing care needs, and worked alongside other professionals to ensure effective care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People consistently spoke positively about the care they receive, felt involved in decisions and had their privacy, dignity and independence respected. Staff were described as being, “Very caring” and “Kind” to people as well as their relatives.

Staff knew people well and provided care that reflected the individual’s needs, choices and lifestyle. A complaints process was in place which people felt able to use if needed. At the time of this inspection, no one was receiving end of life care, however if a person was nearing the end of their life, they would be involved in end of life planning. Staff felt confident they would receive the training and emotional support they needed to care for people at the end of their life with the support of other agencies such as district nurses.

There was a clear management structure in place. The registered manager described the culture as being open and transparent. Staff spoke positively about the organisation, communication and said they worked well as a team. Staff said they were confident in making suggestions and felt very supported by their colleagues and the management team. Regulatory requirements had been met. Quality assurance processes were in place, multi layered and effective at driving improvements.

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

This service was registered with us on 10 August 2020 and this is the first inspection.

Why we inspected

This was a planned first inspection so that we could rate the service.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.