InSafeHands Limited

InSafe Hands Limited is a domiciliary agency providing personal and nursing care to 41 people aged 65 and over at the time of the inspection.

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.

People's experience of using this service and what we found:

The service was planned around people's individual needs and was effective in meeting them. The service worked collaboratively with others so that each individual received an holistic and coordinated service

The service was planned effectively and well managed. There was clear leadership and oversight of the service. The registered manager was extremely knowledgeable, highly motivated and very well organised.

The support provided to people was seamless because there was a suitably experienced group of staff who could deputise in the registered managers absence. All staff had clearly defined and well understood roles. Communication between staff and the office was robust and this ensured the needs of people using the service were known. Any risks or changes in people's needs were quickly identified and addressed.

The service had very robust systems in place to monitor compliance and help ensure the service was delivered in line with the organisational business plan. All aspects of the service took into account any relevant legislation and best practice. The service ensured compliance with its own key performance indicators through a series of checks and audits. They were not complacent and were constantly looking at ways of improving and making things better for people, families and the wider community.

It embraced new ideas and technology whilst also investing time and money its work force to be the best they could be. It acted on feedback and had a robust quality assurance system which put people at the heart of everything it did. It was open and transparent as demonstrated by its response to safeguarding concerns, complaints which were dealt with effectively.

Service delivery was safe and in line with the wishes and preferences of people. Timings of calls were monitored by an electronic system which ensured the safety of staff and meant people had their calls as planned. Any risks have been identified and planned for. Staff had sufficient knowledge about people to enable them care for people in line with their wishes and preferences. Staff had regular rounds which helped ensure continuity and people told us they got to know the staff and were able to rely on them and trust them.

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

Staff were very well organised and efficient. They demonstrated a caring, flexible attitude and real commitment to ensuring people came first. Staff said they were never rushed and took pride in their work. There were robust recruitment processes in place which helped ensure staff with the right values and skills were employed.

Staff were supported through training, observations of practice, supervisions and annual appraisal. These systems helped to support staff develop professionally. Senior staff spoken with had been promoted internally through the organisation and were given the opportunities develop. This helped the service to attract and retain staff which benefited people using the service. Most staff we spoke with were experienced with many years' service.

The service embraced equality and diversity and helped ensure that the service reflected the needs of people using the service. The service was regularly discussed with people to help ensure that they had no concerns or if they had ideas about how the service could be improved upon. This was acted upon and the service was forward thinking and maintained high standards in everything they did whilst continuously trying to improve.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk