Accolade Care Services UK Limited

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Infection prevention and control followed guidance and we were assured the provider was responding effectively to risks and signs of infection.

The service followed the Mental Capacity Act (MCA) and supported people to make decisions in accordance with the principles of the MCA.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right care

The provider had not always carried out risk assessments and put risk management plans in place for people and had not always updated people's risk information. We found no evidence anyone had been harmed but this had put some people at risk of potential harm. People's assessments and care plans were not always person-centred enough. However, there was a consistent staff team in place and staff knew people's needs and preferences well and people received their care how they wanted it.

There were enough staff to meet people's needs and staff recruitment followed safer recruitment procedures.

People and their families said staff were caring, friendly and kind and respected their choices and privacy and dignity. Staff supported people to be as independent as possible.

There were systems and processes in place to safeguard people from the risk of abuse. Staff had received safeguarding training and knew how to recognise and report abuse and raise concerns. Safeguarding incidents and been reported appropriately and in a timely manner.

Right culture There were quality assurance systems in place. However, not all the provider's audits were effective. The provider had not identified the issues we found.

Managers and staff were clear about their roles, they understood regulatory requirements and their duty to be open and honest with people when something went wrong.

There was a positive and supportive culture that was open, inclusive and empowering, which achieved good outcomes for people. The provider engaged and involved people, their relatives and staff in people's care and the development of the service. Managers provided staff with appropriate support. People, their families, staff and managers spoke positively about each other and feedback from people and their families about the service was very complimentary.

There were systems and processes in place to support continuous learning to improve the service. Staff worked in partnership with other organisations and services to provide people's care and support.