We carried out a review of the data available to us about Tidworth, Hampshire on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Tidworth, Hampshire, you can give feedback on this service.
People received caring and compassionate care from kind and committed staff. The registered manager and management team led by example.
People were complimentary about the care they received and about the quality of staff. People told us staff listened to them and provided care in the way they wanted.
Staff recognised what was important to people and ensured an individual, person-centred approach, that met people’s needs. People and their relatives had been supported to develop clear care plans that were specific to them. These plans were regularly reviewed with people to keep them up to date.
Staff respected people’s privacy and dignity. People were supported to be as independent as possible.
The registered manager ensured people received safe care and treatment. People felt safe when staff were staying in their home and providing care. People received support to take their medicines safely.
Risks to people’s well-being and safety were assessed, recorded and kept up to date. Staff took action to manage these risks effectively.
People’s rights to make their own decisions were respected. People were supported to maintain good diet and access health services if needed.
The service was well-led. The provider’s quality assurance processes were effective and there was a focus on continuous improvement. The registered manager provided good support for staff to be able to do their job effectively.
More information is in Detailed Findings below.
Rating at last inspection:
Good. Report published 08/11/2016.
About the service:
Oxleycare Limited is a domiciliary care agency (DCA). The service provides live-in personal care to people in their own homes. At the time of our inspection the service provided personal care to 28 people. The service also provided domestic support for a further four people, but this aspect of the service was not included in the inspection.
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 when the next inspection should take place.
This inspection took place on 30 September 2016. It was an announced inspection which meant the provider was given short notice that we would be visiting. This was because the location provides a home care service. We wanted to make sure the registered manager, or someone who could act on their behalf, would be available to support our inspection.
There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.
People who use the service and their relatives were positive about the care they received and praised the skills and knowledge of the staff and management. Comments from people included, “I am very pleased with Oxleycare, I think they provide an excellent service”; “I have no negatives, Oxleycare is the best provider I have been involved with”; and “We have been using Oxleycare for a few years now and have never had cause for concern”.
People told us they felt safe when receiving care and were involved in developing and reviewing their care plans. Systems were in place to protect people from abuse and harm and staff knew how to use them.
Staff understood the needs of the people they were providing care for. Staff were appropriately trained and skilled. They received a thorough induction when they started working for the service and demonstrated a good understanding of their role and responsibilities. Staff had completed training to ensure the care and support provided to people was safe and effective to meet their needs. Comments from staff included, “I feel safe in the knowledge that I am always able to refer back to Oxleycare and that I can discuss any and all concerns with them. There is always someone available”; “All this training has definitely improved and refreshed my skills and knowledge in providing the highest standard of care”; and “The training does help to keep us up to date with new ideas and gives us confidence going forward”.
The service was responsive to people’s needs and wishes. People had regular meetings to provide feedback about their care and there was an effective complaints procedure. People and their relatives felt they could contact the office if needed and they also had contact numbers out of office hours, in case of an emergency.
The provider regularly assessed and monitored the quality of the service provided. Feedback from people and their relatives was encouraged and was used to make improvements to the service. Staff felt they were well supported by the management team, with comments including, “Oxleycare management team are all experts in their field, have worked in care, and give sound, relevant guidance when needed. They care about their clients and carers”; “(They provide) excellent support, trust and confidence in their staff abilities, allowing them to work independently using their learned skills and knowledge”; and “I find the staff at Oxleycare fantastic and very supportive. I have felt supported all the way.”
People were pleased with the service they received from the care workers. Examples of comments made included 'overall I am satisfied,' also 'an outstanding organisation' and 'they are very helpful'.
People were able to plan the care they received and the agency worked with them so that a package of support was put in place in the way which suited people.
The agency trained their care workers and had procedures which protected people from any form of abuse. People told us they did not have any complaints but would speak to the managers or staff if they had any concerns. One person said 'I would ring up the manager'. People we spoke with felt safe with the care workers who stayed with them.
People were protected from the risks of unsuitable care workers because the agency had recruitment procedures that ensured they employed suitable care workers to provide care and support.
People were assisted by care workers who were monitored and supervised. This was to ensure they provided a suitable service. People were supported by care workers who were trained to understand their needs.
People had their information stored confidentially because the service had made arrangements for the safe storage and retention of their information.
The agency provided a safe service which promoted the wellbeing of people using the service.
Care workers told us they liked working for the agency and described how the agency supported them in their role. One care worker described people's care plans as 'very thorough.' They told us managers supervised them and they felt supported. One care worker told us the agency were 'always willing to put something on' if they felt they needed further training.
The agency had management systems to ensure people's care plans were regularly reviewed. The manager maintained close working contact with people who received a service, and their care worker, via weekly phone contact. All such contacts were documented. The provider's procedures ensured where issues were identified, they took appropriate action to support people and their care workers. The provider had effective systems to ensure people were safeguarded and action taken if relevant. People's views of the service were sought and issues relating to areas such as health and safety were monitored.