GoodOaks Homecare - Sussex South

The provider did not always have effective oversight or good governance. At the start of this assessment, the provider was open and honest about identifying some safety issues in the service. Their service improvement plan had initially focused on stabilising the service to ensure consistent staffing levels and that people received safe care. Feedback from people, relatives and staff demonstrated these actions had worked. The provider told us they were now focusing on quality issues. For example, the provider could not evidence how feedback from people, relatives and staff had been consistently utilised to make improvements. Care plans had not always been regularly reviewed. The provider had identified gaps in staff training, supervision, support and development. They had an action plan in place to address areas of concern. However, it will take time for improvements to fully embed in practice.

Despite these shortfalls, people had not been at risk of avoidable harm because leaders and staff knew them well. There was a culture of continuous improvement and of learning lessons from incidents to help reduce re-occurrences. Staff made sure people understood their care and treatment to enable them to give informed consent. The service provided safe, kind and compassionate care. Staff protected people’s privacy and dignity and supported their preferences. People received fair and equal care and support. Staff worked collaboratively with health and social care professionals to ensure continuity of care and positive outcomes.

The service is required to have a registered manager. At the time of our assessment, there was no registered manager in place. However, the provider was overseeing the service. They were supporting a new manager who was in the process of registering with CQC.