About the service:

SJW The Wright Care is a domiciliary care agency that provides personal care and support to people in their own property in the community. At the time of this inspection 24 people were using the service for personal care needs.

People’s experience of using this service:

The management team and staff were outstanding at caring and this was evident in the whole ethos of the organisation.

People received high quality person-centred care from staff who knew people exceptionally well. We received numerous accounts of how staff had gone above and beyond in their caring role.

The provider was especially flexible in meeting people’s rapidly changing needs to ensure they remained in their homes rather than in health or social care settings. The service ensured people’s families were supported too and feedback from them was very moving. Care plans were superbly written and ensured people received care and support exactly as they wished.

The service had developed excellent relationships with a wide range of community partners from the fire service to local charities and they played a very active role in ensuring older people were a valued part of their community.

People and staff told us they felt safe at the service. People received support to take their medicines safely. Risks to people's well-being were recorded and updated when their circumstances changed. Staffing was provided at safe levels that enabled people to go out and access the community when they chose to with support.

People's rights to make their own decisions were respected. People were supported to access healthcare services if needed. Staff received training according to their preferred learning style and appropriate skills and knowledge to deliver care and support in a person-centred way.

The service had a management team who had a clear vision about the person-centred care they wanted to provide. The service had a number of quality assurance systems in place and there was a focus on continuous development.

Rating at last inspection: Good (report published July 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: We will monitor all intelligence received about the service to inform the assessment of the risk profile of the service and to ensure the next planned inspection is scheduled accordingly.

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

This announced inspection was carried out on 30 June 2016. SJW The Wright Care provides support and personal care in north Nottinghamshire. On the day of the inspection there were 39 people using the service who received personal care.

The service is managed by the registered provider, so does not require a registered manager. Registered providers are ‘registered persons’ who have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who understood the risks they could face and knew how to make people feel safe. People were encouraged to be independent and risks were managed in the least restrictive way possible.

There were sufficient staff employed to provide people with their planned service. People who required support to take their medicines received assistance to do so when this was needed.

People were provided with the care and support they wanted by staff who had the knowledge and skills they needed to do so. People’s human right to make decisions for themselves was respected and they provided consent to their care when needed.

People were supported to consume a sufficient amount of food and fluids that promoted their wellbeing. People received support from staff who understood their health needs.

People were treated with respect by staff who demonstrated kindness and understanding. People were involved in determining their care and support. They were shown respect and treated with dignity in the way they wished to be.

People were able to influence the way their care and support was delivered and they could rely on this being provided as they wished. People were informed on how to express any issues or concerns they had so these could be investigated and acted upon.

People who used the service and care workers were able to express their views about the service which were used to improve the service. The management of the service provided leadership that gained the respect of staff and motivated them as a team. There were systems in place to monitor the quality of the service and make improvements when needed.

Prior to our visit we reviewed all the information we had received from the provider. During the inspection we spoke with one person who used the service and three relatives and asked them for their views. We also spoke with two care workers, an administrator, the deputy manager and the registered manager. We also looked at some of the records held in the service including the care files for four people.

We found people received care and support that met their needs. A person who used the service told us, “I am happy with them they are respectful and do what I need.”

We found that suitable arrangements were in place to manage people’s medication and ensure they received any medication they needed. A relative said, “The carers put the tablet into a pot so she can take it herself.”

We found there were sufficient staff to meet people’s needs and the provider maintained records that were accurate and fit for purpose.

We found the provider employed people of good character who were suitable to work with people who used the service. A person who used the service told us, “Staff here are friendly, kind, caring and helpful.” We found the provider assessed and monitored the quality of the service. A person told us, “They ask me if I am alright and happy with everything. I am.”

Prior to our visit we reviewed all the information we had received from the provider. During the visit we spoke with four care staff, the service quality inspector and the registered manager. We also looked at some of the records held in the service and spoke with two people who used the service and a relative.

We saw information in people’s care files that showed they had given their consent to their care.

We found people received care and support as described in their plan of care. A person who used the service told us, “There is a file they fill in every visit. I don’t look at it really, they asked me if I approved of it.”

We found people felt safe with the agency. A person who used the service told us, “I feel very safe with them (staff members).”

We found the staff were supported through training and supervision. A person who used the service told us, “They are very well trained. They realise everyone is different and they are not pushy. They don’t treat me like an imbecile because I am old.”

We found the provider assessed and monitored the quality of the service. A person who used the service told us, “I filled in a form recently about the care“