The service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care; How the provider understands and acts on the duty of candour, which is their legal responsibility to be open and honest with people when something goes wrong
● The provider had systems in place to monitor the quality of the care provided. This included quality satisfaction surveys that people were asked to complete every three to five months. Responses showed a high level of satisfaction and the registered manager had acted upon comments made where appropriate.
● Staff were subject to regular spot checks by the registered manager to ensure they provided care and support in line with the providers policy and procedures. Checks were made of records such as care plans and medicine records to make sure these were accurate, and staff had followed instructions.
● The registered manager understood the legal requirements of their role including notifying us (CQC) of incidents such as allegations of abuse and serious injuries.
● The provider knew they were legally required to display the CQC rating for the service and this was seen in the office.
● The registered manager understood their role and responsibilities in relation to the duty of candour. This is a set of expectations about being open and transparent when things go wrong. Promoting a positive culture that is person-centred, open, inclusive and empowering, which achieves good outcomes for people; Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
● People spoke positively of the service and felt their needs were met. One person told us, A&M are like a new life for me. [Registered manager] is brilliant….they are so loving and caring.” [Registered manager] goes over and above what is expected.”
● The registered manager maintained regular contact with people and their relatives, so they were able to address any potential concerns or issues raised in a timely way. One relative told us, “A&M are very reliable, Good 15 A&M Home Care Services Limited Inspection report 01 April 2020 yes it all gets checked up and we are very happy with the call times and they do check up on things a lot. They have been very good.”
● People felt involved in their care because staff listened to them and checked they were happy with the support they were about to provide.
● People had care plans that contained information sheets about their specific health conditions which impacted on their daily living. These supported staff in meeting people’s individual needs and abilities effectively. Working in partnership with others
● The provider had developed links with the local community such as health support and equipment agencies to ensure people were supported safely and effectively.