Absolute Care Agency (EM) Limited - Quorn

Risks were being assessed, and measures were in place to reduce the risks of avoidable harm and abuse. Incidents, safeguarding concerns and complaints were analysed and lessons learnt to reduce future risks. People received the support they required with their medicines, and these were regularly reviewed. Staff were deployed to meet people’s needs and keep them safe, though some people and relatives had concerns around staff consistency and skills. Improvements were needed around consistency in visit times and staff teams for some people. The registered manager was aware of this and had identified improvements at the time of our inspection visit.

People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people and took decisions in people’s best interests where they did not have mental capacity.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The provider supported staff wellbeing.

The provider and registered manager had developed systems to maintain good oversight of the service. They used lessons learnt to develop and improve the service. Overall, people and relatives had confidence in the management team and felt any issues were quickly responded to and resolved. Staff supported the provider’s values of people being in control and at the centre of their care. They were committed to enabling people to achieve the best possible outcomes from their care and support.