Note30 Oct 2021
The management team held relevant qualifications including NVQ Level 5 in Health and Social Care.
Note30 Oct 2021
An electronic login system alerted management within ten minutes if a care worker had not arrived at a visit.
Note30 Oct 2021
Quality monitoring included annual satisfaction surveys for people using the service and for staff.
Note30 Oct 2021
Care plans were person-centred, regularly reviewed, and developed with involvement from people and their relatives.
Note30 Oct 2021
The agency worked co-operatively with families and proactively identified changes in people's health needs.
Note30 Oct 2021
The management team conducted spot checks at varied times including evenings and weekends to monitor care quality.
Note30 Oct 2021
Staff were kind, caring and respectful, treating people with dignity and maintaining their privacy during personal care.
Note30 Oct 2021
The service offered exceptional flexibility, allowing people to extend, shorten, cancel or add visits at short notice with no cancellation fees.
Note30 Oct 2021
People received consistent care from regular, familiar care workers who knew their needs well.
Note30 Oct 2021
Staff had never missed a visit and the agency proactively contacted people if a care worker was running late.
Note30 Oct 2021
Effective multi-professional working relationships, attendance at local care forums and timely CQC notifications
Note30 Oct 2021
People supported to maintain independence and maximum choice and control in line with MCA principles
Note30 Oct 2021
Quality monitoring systems including infection control audits, medicines audits and observations of staff practice
Note30 Oct 2021
Manager and provider maintained close personal contact with all people using the service, resolving concerns before escalation
Note30 Oct 2021
Effective end-of-life care coordination, including arranging professional assessments and increasing visit frequency as needed
Note30 Oct 2021
Strong supervision and induction programme with shadow visits and regular one-to-one sessions
Note30 Oct 2021
Medicines managed safely with manager competency observations and regular auditing of administration records
Note30 Oct 2021
Robust recruitment procedures including DBS checks, references, proof of identity and face-to-face interviews
Note30 Oct 2021
Consistent staffing with people receiving care from familiar workers who matched their preferences and interests
Note30 Oct 2021
Highly personalised and responsive service, with staff responding quickly to emergencies including falls and unexpected changes in need