# Key2Support

*Operated by Key2Support Ltd.*

Key2Support is a CQC-regulated home-care agency in Oswaldtwistle.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 01/02/2019

## Practical info

- Postcode: BB5 0EY
- Registered manager: Livesey, Kelly
- Local authority: Lancashire
- Region: North West
- City: Oswaldtwistle
- Last CQC check: 01/Feb/2019 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Registered manager used annual satisfaction questionnaires to drive service improvements
  - Published: 2020-01-29
- Finding
  - Evidence: Service achieved ISO9001 quality management certification
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints handled in line with policy; 95% of survey respondents would recommend the service
  - Published: 2020-01-29
- Finding
  - Evidence: Detailed, personalised care plans reflecting people's preferences, social history, medical needs and risk assessments
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision, annual appraisals, and had their practice observed at least twice yearly
  - Published: 2020-01-29
- Finding
  - Evidence: People supported by consistent small groups of carers familiar with their individual needs and preferences
  - Published: 2020-01-29
- Finding
  - Evidence: Safe recruitment practices including enhanced DBS checks, full employment history and two written references
  - Published: 2020-01-29
- Finding
  - Evidence: Staff had a good understanding of safeguarding vulnerable adults and clear responsibilities for reporting abuse
  - Published: 2020-01-29
- **medication_management** _(minor)_
  - Evidence: staff had not always used appropriate codes when medicines had not been administered, for example due to hospital admissions
  - Published: 2020-01-29
- Finding
  - Evidence: 100% of survey respondents agreed that care received had improved their quality of life.
  - Published: 2019-02-01
- Finding
  - Evidence: Strong partnership working with GPs, district nurses, social workers and other professionals.
  - Published: 2019-02-01
- Finding
  - Evidence: Service held ISO9001 certification demonstrating commitment to quality management.
  - Published: 2019-02-01
- Finding
  - Evidence: Regular audits of care documentation, MARs, staffing and training maintained quality and safety.
  - Published: 2019-02-01
- Finding
  - Evidence: Complaints were handled in line with policy and lessons-learned shared with staff.
  - Published: 2019-02-01
- Finding
  - Evidence: Care plans were detailed, personalised, and regularly reviewed to reflect individual needs and preferences.
  - Published: 2019-02-01
- Finding
  - Evidence: People were treated with dignity, encouraged to be independent, and not rushed during care.
  - Published: 2019-02-01
- Finding
  - Evidence: Effective induction, regular training updates, and competency spot-checks ensured skilled staff.
  - Published: 2019-02-01
- Finding
  - Evidence: Staff arrived on time, stayed for the full duration of visits, and were known to the people they supported.
  - Published: 2019-02-01
- Finding
  - Evidence: People reported feeling safe and staff were knowledgeable about safeguarding adults at risk.
  - Published: 2019-02-01
- **governance** _(minor)_
  - Evidence: no questionnaires had been issued to staff in 2018...only 3 staff had responded [in 2017].
  - Published: 2019-02-01
- **medication_management** _(minor)_
  - Evidence: although people's allergy information was included on the electronic system...it was not visible on the person's Medication Administration Record [MAR] when staff were administering their medicines.
  - Published: 2019-02-01
- **record_keeping** _(minor)_
  - Evidence: We noted that care documentation included information about people's gender and religion but not their race/ethnic origin.
  - Published: 2019-02-01

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-281317619

HomeCare Compass is an independent guide and is not affiliated with the CQC.