Operated by Salutem LD BidCo IV Limited

First Key Hereford

OutstandingRated 19/08/2022Home care · Hereford

CQC Key Questions

Safe

Outstanding

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

Outstanding

Services are tailored to people's needs.

Well-led

Outstanding

Leadership and culture support quality care.

What inspectors found

30 findings

Note19 Aug 2022
Respecting and promoting people's privacy, dignity and independence
Note19 Aug 2022
Supporting people to express their views and be involved in making decisions about their care
Note19 Aug 2022
Ensuring people are well treated and supported; respecting equality and diversity

Note19 Aug 2022
Ensuring consent to care and treatment in line with law and guidance
Note19 Aug 2022
Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
Note19 Aug 2022
Supporting people to eat and drink enough to maintain a balanced diet
Note19 Aug 2022
Staff support: induction, training, skills and experience
Note19 Aug 2022
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note19 Aug 2022
End of life care included personalised 'wish lists' and links with the local hospice for tailored palliative support.
Note19 Aug 2022
Robust governance including electronic auditing, internal quality assurance lead, and Investors in People accreditation.
Note19 Aug 2022
STOMP principles implemented to prevent over-medication of people with a learning disability or autism.
Note19 Aug 2022
People were empowered to manage and facilitate their own meetings and were involved in staff recruitment.
Note19 Aug 2022
Strong partnership working with external health and social care professionals, resulting in measurable improvements in people's health outcomes.
Note

Note19 Aug 2022
End of life care and support
Note19 Aug 2022
Improving care quality in response to complaints or concerns
Note19 Aug 2022
Supporting people to develop and maintain relationships to avoid social isolation; support to follow interests
Note19 Aug 2022
Meeting people's communication needs
Note19 Aug 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note19 Aug 2022
Learning lessons when things go wrong
Note19 Aug 2022
Systems and processes to safeguard people from the risk of abuse
Note19 Aug 2022
Preventing and controlling infection
Note19 Aug 2022
Using medicines safely
Note19 Aug 2022
Staffing and recruitment
Note19 Aug 2022
Assessing risk, safety monitoring and management

Note19 Aug 2022
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
Note19 Aug 2022
Continuous learning and improving care
Note19 Aug 2022
Engaging and involving people using the service, the public and staff
Note19 Aug 2022
Working in partnership with others
Note19 Aug 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering