A2Z Home Care Services Limited

Safe – this means we looked for evidence people were protected from abuse and avoidable harm. This is the first inspection for this newly registered service. This key question has been rated requires improvement. The registered manager had completed care plans and risk assessments which reflected people’s needs; we found some inconsistencies throughout the records and staff were not always able to describe how risks were managed. The registered manager had reported safeguarding concerns as required. Staff reported incidents. There was room for improvement in staff understanding of their responsibilities related to safeguarding. The service had not always followed their policy to ensure staff were recruited safely to the service. There were enough staff with appropriate training, however, competency assessments in moving and handling had not been completed. Staff administered people’s medicines as prescribed. Infection control was managed well.

Effective – this means we looked for evidence people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first inspection for this newly registered service. This key question has been rated good. Staff gained consent from people before providing care. Staff worked well together and although there was limited evidence of working with other services, where they did, feedback was positive. The registered manager communicated regularly with people to ensure they achieved positive outcomes. People’s relatives gave positive feedback related to meeting people’s nutrition and hydration needs. However, not all staff were able to describe people’s needs here and care records lacked detail of their preferences.

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this newly registered service. This key question has been rated good. Staff were kind and compassionate. They understood people’s communication needs and supported people with their religious beliefs. There was room for improvement for staff to promote people’s independence. The registered manager promoted staff wellbeing; they held regular supervision and were available for support when required.

Responsive – this means we looked for evidence that the service met people’s needs. This is the first inspection for this newly registered service. This key question has been rated good. People’s care was personalised. They received consistent care from the same staff at a time which suited their individual needs. People’s communication needs were considered when providing information. People’s end of life care wishes were not documented.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first inspection for this newly registered service. This key question has been rated good. The registered manager had governance processes to monitor the quality and safety of the service. There was room for improvement with their audits to ensure issues were identified. Staff felt well supported by the registered manager and their colleagues and felt comfortable they could raise any concerns. However, the registered manager was the only person available with care experience for support; they had a plan to address this by developing an existing staff member. The registered manager was responsive to our feedback and took action to address the issues we found.