Note29 Jan 2020
Service accredited by City and Guilds to deliver Alzheimer's care training, offered free to family members
Note29 Jan 2020
Only one missed call in the previous six months, with no resulting harm
Note29 Jan 2020
Regular quality assurance via external PEAQ surveys, management audits, spot checks, and annual appraisals
Note29 Jan 2020
Open management culture with approachable registered manager and director; staff described communication as 'exceptional'
Note29 Jan 2020
Highly responsive to changing needs, including organising additional care during the inspection visit itself
Note29 Jan 2020
Minimum one-hour call duration enabling holistic, person-centred care addressing emotional and social needs
Note29 Jan 2020
Continuity of care maintained through allocation of a consistent team with one or two 'main carers' per person
Note29 Jan 2020
Exceptionally strong relationships built between care staff and people, with 95% of service users reporting staff 'go the extra mile'
Note29 Jan 2020
Robust recruitment process including up to six references, DBS checks, identity verification, and no gaps in work history
Note29 Jan 2020
Staff trained annually in safeguarding, medication administration, and manual handling; competency checks conducted at least annually
Note29 Jan 2020
Staff feel highly valued through awards, recognition cards and responsive management
Note29 Jan 2020
Multiple quality assurance mechanisms including external annual survey, quarterly compliance reviews and spot checks
Note29 Jan 2020
High-quality, person-centred care plans covering communication, life history, cultural and spiritual needs
Note29 Jan 2020
Strong community engagement including 727 Dementia Friends and fraud prevention work
Note29 Jan 2020
Staff matching to people based on skills, culture, personality and life experience
Note29 Jan 2020
Care packages only accepted when sufficient skilled staff are available to meet needs safely
Note29 Jan 2020
Medication safety maintained through trained and competency-tested staff with 12-monthly reassessment
Note29 Jan 2020
Robust recruitment including DBS checks and three-day values-based induction before appointment
Note29 Jan 2020
Compassionate end-of-life care with trained staff enabling people to die at home as wished
Note29 Jan 2020
Strong rehabilitation-focused care enabling people to regain independence
Note29 Jan 2020
Exceptionally responsive to individual needs, including same-day and late-night call adjustments at short notice