# Portland Domiciliary Service

*Operated by Bondcare Willington Limited.*

Portland Domiciliary Service is a CQC-regulated home-care agency in Crook.

## CQC Ratings

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

Rating published: 27/01/2024

## Practical info

- Postcode: DL15 0PW
- Local authority: County Durham
- Region: North East
- City: Crook
- Last CQC check: 27/Jan/2024 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: The provider carried out quality assurance visits and maintained an action plan for improvement.
  - Published: 2024-02-02
- Finding
  - Evidence: Staff felt able to raise concerns with management and reported feeling supported by the manager.
  - Published: 2024-02-02
- Finding
  - Evidence: Management and staff were aware of their MCA obligations and respected people's right to refuse support.
  - Published: 2024-02-02
- Finding
  - Evidence: Infection prevention and control measures were in place, with PPE provided and staff training completed.
  - Published: 2024-02-02
- Finding
  - Evidence: Staff knew how to recognise and report abuse and handled allegations appropriately.
  - Published: 2024-02-02
- Finding
  - Evidence: The provider ensured people's bungalows were personalised and maintained a safe, clean, well-equipped environment.
  - Published: 2024-02-02
- Finding
  - Evidence: Medicines were managed in a way that promoted independence and achieved the best possible health outcome, with STOMP principles implemented.
  - Published: 2024-02-02
- Finding
  - Evidence: Safe recruitment processes had been followed for staff employed directly by the provider.
  - Published: 2024-02-02
- **communication_with_families** _(minor)_
  - Evidence: Relatives...felt they and their relatives that use the service had not been asked for their feedback on the service or given an opportunity to attend any engagement meetings.
  - Published: 2024-02-02
- **care_planning** _(moderate)_
  - Evidence: People's positive behaviour support plans were not always being followed and records of incidents did not include any evidence of them being followed.
  - Published: 2024-02-02
- **person_centred_care** _(moderate)_
  - Evidence: The culture at the service did not always support person centred practices. The service was managed and viewed as 'a whole' rather than individual tenants in their own homes.
  - Published: 2024-02-02
- **governance** _(moderate)_
  - Evidence: Audits were carried out by the manager. However, these did not always identify and address issues effectively.
  - Published: 2024-02-02
- **record_keeping** _(moderate)_
  - Evidence: Some records kept in people's bungalows used by staff to communicate with each other were not appropriate or fit for purpose and were not monitored by the manager.
  - Published: 2024-02-02
- **medication_management** _(critical)_
  - Evidence: Guidance and records were not always in place to support the safe administration of topical medicines... some records were missing.
  - Published: 2024-02-02
- **incident_learning** _(critical)_
  - Evidence: Records of incidents and accidents were not effective, and any outcomes or lessons learnt from them were not always recorded or shared with staff and the appropriate bodies.
  - Published: 2024-02-02
- **staff_training** _(critical)_
  - Evidence: Person centred inductions were not always carried out with new agency staff. Agency staff were not always provided with adequate time to get to know people.
  - Published: 2024-02-02
- **staffing_levels** _(moderate)_
  - Evidence: People were supported by a high percentage of agency workers at the time of our inspection due to ongoing recruitment and staffing issues.
  - Published: 2024-02-02

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-02-02
- Finding
  - Using medicines safely
  - Published: 2024-02-02
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2024-02-02
- Finding
  - Staffing and recruitment
  - Published: 2024-02-02

### well_led

- Finding
  - Duty of candour
  - Published: 2024-02-02
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-02-02
- Finding
  - Promoting a positive, person-centred, open, inclusive and empowering culture
  - Published: 2024-02-02
- Finding
  - Managers and staff being clear about their roles, quality performance, risks, and regulatory requirements; Continuous learning
  - Published: 2024-02-02

## 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/1-327139466

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