MiHomecare - Finchley

Systems and process for safeguarding were operated effectively. There was a clear learning culture within the service, based on openness, honesty and transparency. People were involved in managing risk with new and emerging risks responded to timely. Systems and processes for managing accidents, incidents and untoward events were managed effectively.

Systems and process to ensure safe management of medicines were in place. Staff were trained and were assessed as competent to administer medicines safely.

There were enough staff to meet people’s needs. Before people started using the service their needs were assessed. Staff worked together both internally and with external agencies. This was confirmed by the positive feedback from people and healthcare professionals.

Consent to provide care was obtained by staff. Where appropriate, people were supported to access GP and primary care services.

Systems and processes for audit, quality assurance and questioning of practice, such as spot checks, were operated effectively. Feedback from people was obtained by the service and valued by the registered manager.

The provider created a highly open and supportive culture where staff felt safe to raise concerns. Staff described the registered manager as approachable, visible and genuinely committed to their wellbeing, fostering a culture where concerns were welcomed and continuous improvement was encouraged.

Staff and leaders knew people well and responded quickly when health needs changed, seeking advice from healthcare professionals and helping to prevent avoidable hospital admissions. Professionals spoke highly of the provider, describing the team as communicative, thorough and proactive, particularly when participating in work at short notice. All the feedback we received from professionals was positive. One healthcare professional told us, “The provider demonstrates a strong commitment to innovation and continuousimprovement”

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences.

Staff understood people’s communication needs and communicated effectively with people using appropriate methods. The culture of the service was positive, and person centred. Staff enjoyed their job and reported there was good team morale