Operated by Southampton City Council

Southampton Reablement Service

OutstandingRated 9 Aug 2018Home care · Southampton

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Outstanding

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Outstanding

Leadership and culture support quality care.

What inspectors found

30 findings

Note30 Oct 2021
Equality and diversity training completed by all staff; champions in place for additional guidance.
Note30 Oct 2021
Staff encouraged to prioritise people's comfort over time constraints; key safe devices loaned to promote home security.
Note30 Oct 2021
People involved in setting care goals; task plans co-produced and held in people's homes.
Note30 Oct 2021
People treated with dignity and respect; preferred staff allocated via rota management system.

Note30 Oct 2021
Proactive transition planning including shadowing, review meetings and post-handover staff cover.
Note30 Oct 2021
Highly effective hospital discharge partnerships including direct ward referral pathway reducing delays.
Note30 Oct 2021
Mental Capacity Act principles followed; LPA consulted where people lacked capacity to consent to care.
Note30 Oct 2021
Staff champions in key areas accessed additional training and shared best practice via newsletters and team meetings.
Note30 Oct 2021
Excellent assistive technology referral track record; pictorial guides produced by telecare champion to support informed choice.
Note30 Oct 2021
Pioneering overnight care service avoided residential placements; 53% left with no ongoing overnight care needs.
Note30 Oct 2021
Outstanding reablement outcomes with 55% of people leaving with no ongoing care needs in 2017.

Note30 Oct 2021
Peer review and external consultant audits used to drive continuous improvement.
Note30 Oct 2021
Proactive transition planning including staff shadowing and post-handover cover to protect continuity of care.
Note30 Oct 2021
Accessible Information Standard fully implemented, including interpreters, sign language-trained coordinator, braille, large print, and multilingual documents.
Note30 Oct 2021
Staff described exceptional management support: 'Absolutely fantastic. You get so much training, shadowing and support.'
Note30 Oct 2021
Strong incident learning culture: new medicines error root-cause process led to a vast reduction in errors and was shared as good practice with peer providers.

Note30 Oct 2021
Complaints policy in place; records showed thorough investigation and appropriate responses to complainants.
Note30 Oct 2021
End of life care provided via Six Steps Programme; champion shadowed palliative care team and established hospice links.
Note30 Oct 2021
Accessible Information Standard fully met including interpreters, sign language, braille, large print, and multilingual communications.
Note30 Oct 2021
Care plans updated daily based on changing needs; senior staff reviewed all documentation weekly and met people fortnightly.

Note30 Oct 2021
Incident learning shared through meetings, supervisions and memos; registered manager encouraged reflective practice.
Note30 Oct 2021
Risk assessments documented in care plans; infection control training and PPE provided.
Note30 Oct 2021
Safe medicines management with MAR records; new root-cause medicines error investigation process implemented.
Note30 Oct 2021
Sufficient staffing with consistent teams; rota system matched staff skills/training to specific client needs.
Note30 Oct 2021
Safeguarding systems and staff training in place; manager monitored alerts and contacted local safeguarding teams appropriately.

Note30 Oct 2021
Positive, supportive culture evidenced by strong staff feedback; manager held weekly listening sessions with staff.
Note30 Oct 2021
20 dedicated coordinators ensured each person had a single point of contact throughout their care episode.
Note30 Oct 2021
Registered manager shared medicines error process as good practice at provider forum; adopted by peer providers.
Note30 Oct 2021
Peer review between registered managers and external consultant audit used to assess quality and safety.
Note30 Oct 2021
KPI framework monitored referral times, independence outcomes and assistive technology referrals; targets consistently met or exceeded.