Belong at Home Domiciliary Care Agency - Wigan & Southport

The provider had robust systems and processes in place to identify and swiftly investigate safety events. There were safe systems and pathways into the service. The provider had a strong understanding of safeguarding and people felt safe. People were involved in managing their own risks. The location, which staff used as a base and the people’s homes had adequate safety checks in place and appropriate assessments and certification. The provider ensured there were enough staff, who were well trained and well supported by leaders. The provider assessed and managed the risk of infection well and made sure medicines were being administered safely.

The provider ensured thorough assessments of people’s needs were completed. They delivered evidence-based treatment, worked well with other teams and professionals, encouraged people to live healthier lives, monitored their progress and conditions and were knowledgeable about the importance of people consenting to their care and treatment.

The provider consistently demonstrated an exceptional standard of care, placing people at the heart of everything they did. Staff showed genuine compassion, kindness, and respect with people, taking time to understand their individual needs, preferences and life histories. Relationships between staff and people were warm, supportive, and built on trust which enabled people to feel valued, listened to, and safe. Care was delivered with dignity and sensitivity. Feedback from people and their relatives was overwhelmingly positive, reflecting a culture where kindness is embedded and where staff went above and beyond to provide person centred – care.

Staff and leaders ensured care was tailored to the person. The provider had an exceptional understanding of the health and care needs of the people supported and ensured information provided to people was accurate and up to date. People had opportunities to share their feedback and were listened to by the leaders. The provider demonstrated their knowledge around the importance of good end of life care.

The provider ensured the location was exceptionally well – led, with a clear vision and strong values, which were understood and demonstrated by staff at all levels. Leaders were visible, approachable and highly supportive of their staff. There was an open and inclusive culture where staff felt confident to share ideas and raise concerns. There was a strong emphasis on continuous improvement, with robust governance systems which were used to monitor and drive positive change. Staff felt valued, motivated and well supported, which was reflected in high retention rates and the standard of the care which was being delivered. Leaders had strong relationships with people, families and external professionals. A collaborative approach was taken which enhanced outcomes and sustained a culture of excellence.

The culture within the service was extremely positive and the provider’s values were embedded. The leaders were extremely competent in their roles and were well supported by the provider. The provider had excellent oversight and governed the service well. Leaders used technology to enhance their oversight. The service worked extremely well alongside other services locally and championed innovative practice and improvement.