Active Homecare

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were safe and protected from avoidable harm.

There were robust systems in place to make sure people were kept safe from avoidable harm. People were informed about any identified risks and were supported to stay safe. Staffing levels were sufficient to fully meet people’s needs and staff were matched to people ensuring excellent relationships between people and staff. Staff received training that was appropriate and relevant to their role and was specific to the people they were supporting. Staff received support, supervision and appraisals.

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has changed to Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

People were treated with great kindness, empathy and compassion. Staff treated people as individuals and made sure their care and support fully met their needs in line with their preferences. People’s independence was always encouraged and promoted ensuring they had choice and control over their care and support. Staff knew people very well and took time to observe, communicate and engage people in discussions about their immediate care needs. The support and well-being of staff was promoted to enable them to always deliver exceptional person-centred care.

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

People knew how to give feedback about their experiences of care and were able to raise any concerns or issues in a range of accessible ways. People and their family or friends felt confident that any complaints would be listened to and taken seriously. People were kept informed about any action taken as a result of their feedback. Learning from complaints and concerns was seen as an opportunity for improvement.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Good. At this assessment the rating has changed to Outstanding. This meant service leadership was exceptional and distinctive. Leaders and the culture they created drove and improved high-quality, person-centred care.

People, relatives and staff all told us the service was very caring, supportive, and distinctive. They said staff always went the ‘extra mile’ to make sure they received the care they needed and wanted. The service played an active role in the local community to benefit people who used the service and beyond. There were very effective systems in place to monitor and improve people’s quality of care and continue to develop the service. Staff worked in partnership with other services to meet people’s holistic care and support needs. The provider had an exceptionally effective audit and governance system in place to provide oversight of service quality. Action was taken promptly where required to improve the quality and safety of the service. Staff felt extremely well supported in their role and there was a positive culture at all levels.