Home 1st Reablement (Milton Keynes City Council)

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.

The provider had been proactive by introducing various strategies to ensure they could support people living with dementia to continue living in their own homes. For example, the provider was able to support people living with dementia to access day services. This enabled a joined-up approach and meant people could receive their care and support at the day service.

Seven senior staff had achieved the Qualifications and Credit Framework (QCF) level 3 qualification in Dementia awareness. They used the skills developed from the qualification to support people living with dementia. They worked in partnership with Dementia Friends and Age UK to ensure they were meeting people's physical and wellbeing needs.

The provider ensured that people had all the information they needed in relation to the Accessible Information Standard (AIS) and made sure they understood their rights. People's communication needs had been thoroughly assessed and extra support provided where needed.

There was some dissatisfaction raised about the lack of consistency of staff attending care calls. During the pandemic and after there had been difficulties experienced with staff leaving or having to self-isolate. The provider had acted swiftly in response and had introduced numerous incentives to attract new staff, which had recently resulted in a successful recruitment drive. People told us that the lack of consistency had not impacted upon their care.

People receiving care and support felt it was delivered safely by staff who respected them and their homes. Risks to people's safety were assessed and strategies were put in place to reduce any risks. People were empowered to take positive risks, to ensure they had greater choice and control of their lives.

People received care in their own homes from staff whose suitability was established through thorough recruitment processes. People received their medicines safely and staff followed appropriate hygiene practices. The provider was committed to the training and development of staff. People benefited from the provider's approach to partnership working with other organisations and its approach to technology.

People were supported to remain healthy and access healthcare services when required. People chose what they ate, and staff supported people to eat and drink enough to ensure their dietary needs were met. People were encouraged to make decisions about their care and to be as independent as possible. Staff maintained people's dignity when providing personal care.

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.

The registered manager demonstrated a good understanding of the importance of effective governance processes. There was a robust quality monitoring system to enable checks of the service provided to people and to ensure they were able to express their views so improvements could be made.

There was strong leadership and staff were proud to work for the service and felt valued for their work. A positive culture was demonstrated by the attitudes of staff and management when we talked with them about how they supported people.