# Potton Services

*Operated by Potton Services Ltd.*

Potton Services is a CQC-regulated home-care agency in Basildon.

## CQC Ratings

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

Rating published: 02/07/2021

## Practical info

- Postcode: SS14 1GJ
- Registered manager: Claydon, Lucy
- Local authority: Essex
- Region: East
- City: Basildon
- Last CQC check: 02/Jul/2021 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care; Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-07-02
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-07-02

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-07-02
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
  - Published: 2021-07-02
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-07-02
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-07-02
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-07-02

### Other

- Finding
  - Evidence: Complaints process in place and people felt confident raising concerns; no complaints issues identified.
  - Published: 2021-07-02
- Finding
  - Evidence: Service demonstrated alignment with 'Right support, right care, right culture' principles for people with learning disabilities and/or autism.
  - Published: 2021-07-02
- Finding
  - Evidence: Leadership praised unanimously by people, relatives and staff; management remained in regular contact with families throughout the COVID-19 pandemic.
  - Published: 2021-07-02
- Finding
  - Evidence: Effective governance and quality assurance systems including incident trend monitoring, regular questionnaires, and partnership working with external agencies.
  - Published: 2021-07-02
- Finding
  - Evidence: Positive staff support culture with induction, training, monthly team meetings, supervisions, and accessible management via phone and email.
  - Published: 2021-07-02
- Finding
  - Evidence: Person-centred care planning with holistic needs assessments, individual risk assessments, and care plans reflecting current preferences and needs.
  - Published: 2021-07-02
- Finding
  - Evidence: Strong COVID-19 infection control practices including twice-weekly testing, consistent PPE supply, and continually updated contingency plans.
  - Published: 2021-07-02
- Finding
  - Evidence: Robust medicines management with trained and competency-assessed staff, MAR records maintained, and regular medication audits with follow-up action on errors.
  - Published: 2021-07-02
- Finding
  - Evidence: Stable, familiar staff team always on time; relatives confirmed punctuality and proactive communication when running late.
  - Published: 2021-07-02
- Finding
  - Evidence: People and relatives consistently described staff as compassionate, kind and like 'guardian angels', with no exceptions noted across all interviews.
  - Published: 2021-07-02

### responsive

- Finding
  - End of life care and support
  - Published: 2021-07-02
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-07-02
- Finding
  - Meeting people's communication needs
  - Published: 2021-07-02
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-07-02

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2021-07-02
- Finding
  - Using medicines safely
  - Published: 2021-07-02
- Finding
  - Staffing and recruitment
  - Published: 2021-07-02
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2021-07-02
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-07-02

### well_led

- Finding
  - Engaging and involving people using the service; Continuous learning and improving care; Working in partnership with others
  - Published: 2021-07-02
- Finding
  - How the provider understands and acts on the duty of candour; Managers and staff being clear about their roles
  - Published: 2021-07-02
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-07-02

## 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/1-6626215936

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