Reassuring Quality

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 Reassuring Quality from the CQC

 

Quality Live in Care from a leading UK 24/7 care agency

 

It is important to us that the management team from the office make calls to speak to the the many people who use our services about their satisfaction with the good living in care provided. We also perform spot checks, which are an announced inspection visit to the home to make sure that the standards are the highest they can be and this report is signed by the person being cared for. In addition, we send out both staff and service user surveys to ask about the quality and satisfaction with the service provided.

At any time a review of a person’s care needs can be requested and their care plan updated, this is automatically done when we see changes. At all times people are fully involved in planning their care and making decisions about the care being provided for them. The care plan is often discussed with people’s relatives when making joint decisions in the best interest of people being cared for and consent is sought for this.

Full notes about the care provided are kept in an accessible folder in the home which the service user or their family can review at any time. This folder also has the full care plan along with rich background information which details previous and current hobbies and interests that provides a source of stimulation, good conversation and interesting activities. The folder can also hold a number of other materials, from detailed information sheets and gentle exercise to more clinical forms which can record food and fluid intake along with full risk assessments and complete medical and family contact details for emergencies.

As a care-giving organisation, we are routinely checked through unannounced visits to make sure our Service Users and their families are receiving the support from us that they need and deserve.

The Care Quality Commission (CQC) is tasked with making these checks - talking to staff, patients and visitors and observing how we conduct ourselves in our daily work.

We are thrilled with the latest report, just published, about the CQC's visit to us in 2016.

The overall judgement was that we can be trusted to be a 'Good' provider and it was lovely to see so many green ticks against the areas investigated.

A reassuring inspection report from the CQC about our services

We are once again thrilled about our report on the CQC’s latest unannounced visit to us which was published in December 2016 and we would like to share some fantastic findings with you.

Carer with arms around service user.

  • Care and Support was well co-ordinated and there were regular reviews
  • People were involved in the planning of their care and support
  • We saw evidence that staff were trained and monitored
  • Staff received inductions and ongoing mandatory training to ensure that they were competent
  • Care staff were supervised to monitor their performance and development needs
  • The agency has an effective system to regularly assess and monitor the quality of the service
  • People and their relatives were positive about the care and support they received
  • People had been involved with the planning and reviewing of their care
  • People were satisfied with the care and support received
  • People felt involved in the review of their support needs and have always been able to state their preferences and views
  • Relatives we spoke to told us that they had been involved in reviews of care and support
  • Relatives were regularly contacted by the management team to ask them if they were satisfied with how care and support was being provided
  • Relatives were positive and pleased with the support their relatives received
  • The care staff were knowledgeable about the range of care and support needs
  • There were risk assessments in place to ensure, as far as possible, that people remained safe
  • Monthly audits were carried out by senior staff
  • Medicines were being accurately administered and recorded
  • Medication awareness and administration training sessions were provided and refresher training was given
  • Staff also received annual medication competency checks to monitor that they were safe
  • Staff were positive about the training they had received
  • We saw evidence of regular training sessions
  • Staff received regular three monthly supervisions and an annual appraisal
  • Staff felt well supported and managed and that they could always raise concerns
  • The manager and senior staff hold weekly management meetings to monitor key areas
  • We saw copies of recent audits that monitored areas for action and development

 

But what was even more lovely than getting ticks against all these areas, was reading the quotes from our patients and their family and friends - as told to the investigator on the day.  These are just a few:

‘My carers are very kind and friendly and always help me with what I need’

‘The care is very good and the carers are cheerful, reliable and turn up on time’

‘The staff are really good and always make sure that everything has been done before they leave’

The staff always treat me with respect and never hurry me when providing care’

"The care was all organised very quickly and it was nice to meet the carers who I was going to have."

"The carers are very flexible and are happy to do other things. For example she helped me write my Christmas cards and we went out and posted them."

"The carer I have is wonderful and good at everything. We have good discussions and have built up a trusting relationship."

"My [relative] feels very safe with the carers we have and that's all I could wish for."

‘They are very professional and look after (Name) very well and understand what they need

‘The Carers are excellent and I have no concerns’

On reading the report our Registered Manager said: "I am not at all surprised by the outcome of the inspection in that I was confident that those at Reablement & Home Care Services who are involved in providing care to Service Users and their families do so to the highest standards and take total pride in what they do.  I would  like to thank those staff for their dedication and professionalism."

 

"People who use this provider receive a good quality service that meets their needs and keeps them safe." CQC appraisal

 To read the full report please click here.

 CQC registration inspection report