Vestra Homecare Sunderland

This is the first inspection for this newly registered service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

The registered manager had effective systems in place to identify and act on safety incidents, accidents and other events. They learned from incidents and ensured staff were supported to reflect on any errors. They worked well with staff, people and partner organisations to maintain safe care. Risks were explored from the outset and acted on to reduce them. Staffing levels were consistently safe through proper planning and ongoing recruitment, training and supervision.

Medicine management was safely maintained and regularly reviewed. The provider had a range of policies and procedures to ensure safety around core topics such as mental capacity, safeguarding, infection prevention and control and lone workers.

This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

The registered manager and experienced staff undertook comprehensive assessments of people’s health, social, communication and broader needs before they began using the service. People and their relatives were fully included. Staff understood people’s needs and worked with external professionals when needed to ensure people got the right access to care and support.

Induction, training and supervision were all well planned, and staff were skilled and knowledgeable.

Care records were accurate, up to date and sufficiently detailed. Policies and procedures had regard to good practice and standards. Where we signposted the provider to other areas of best practice to improve records, they were responsive.

Staff supported people to maximise their independence. They valued and respected people’s right to choose.

This is the first inspection for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

People and relatives were always treated with dignity, respect and kindness by staff who knew them well and genuinely cared about their wellbeing. We received consistently extremely positive feedback about how committed staff were to providing kind and compassionate care. The provider understood the importance of staff wellbeing and properly supporting them to fulfil their role effectively.

The registered manager had significant experience in care and led by example in terms of how they wanted people to be treated. Person-centred care was at the forefront of care planning and delivery.

Recruitment was values driven and the culture amongst staff was one of mutual respect. The provider was responsive regarding our feedback to find ways to further engage people who used the service and relatives with the development of the service.

The registered manager and experienced staff reviewed care packages to ensure people’s needs and preferences were met.

This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

Staff understood people’s needs well and knew when to seek further advice and support. They advocated well for people. We received consistently positive feedback from external partners regarding how well individual staff, and the service generally, worked flexibly and proactively.

People and relatives were listened to and their views were instrumental to how the service was run. Their opinions were sought through a range of means. The provider had policies and processes in place to support significant changes in people’s lives, including at the end of their life.

This is the first inspection for this newly registered service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The registered manager and nominated individual led the service with passion and commitment to the ethos of person-centred care. They had developed a culture which was open, inclusive and proactive when it came to anticipating challenges and finding positive solutions. People, relatives, external professionals and staff had confidence in the leadership of the service.

Quality assurance systems were an effective blend of electronic and paper-based approaches, which allowed for real time checks and reflective analysis. The registered manager understood the service extremely well and was well placed to introduce new systems and to continually improve the service as it grew. They were responsive to feedback during the inspection.