Lead Care Services Limited

GoodRated 24/04/2018Home care · Stevenage

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CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

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

Good

Leadership and culture support quality care.

What inspectors found

14 findings

Other

Note29 Jan 2020
Strong quality assurance processes including spot checks, care record audits and satisfaction surveys.
Note29 Jan 2020
Proactive communication with families, including during adverse weather events.
Note29 Jan 2020
Open and approachable management culture with staff feeling supported and confident to raise concerns.
Note29 Jan 2020
Robust recruitment processes with all required documentation in place including references and DBS checks.
Note29 Jan 2020
Person-centred culture with care plans developed collaboratively and individualised to each person's needs and preferences.
Note29 Jan 2020
No missed care calls since the agency started; manager personally covered calls when staff were unavailable.
Note29 Jan 2020
Registered manager demonstrated in-depth knowledge of staff and people, and was actively pursuing leadership qualifications.
Note29 Jan 2020
Consistent staffing enabled strong relationships between staff and people who used the service.
Note29 Jan 2020
People consistently reported feeling safe and that staff were always on time, polite and respectful.
minorgovernance29 Jan 2020
it would be beneficial to maintain an overarching action plan to capture areas of the service identified for improvement.
minorrecord_keeping29 Jan 2020
gaps in people's employment history had not always been explained.
minorinfection_control29 Jan 2020
staff did not always use the plastic aprons provided when delivering personal care.
minorstaff_training29 Jan 2020
We discussed with the registered manager that face to face training in this important area would be more effective, they undertook to explore this avenue with immediate effect.
moderatesafeguarding29 Jan 2020
Staff told us that they would report any concerns to the registered manager however, did not have awareness of the local authority's responsibility as lead agency for safeguarding matters.