We carried out a review of the data available to us about Golden Services Care Limited 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 Golden Services Care Limited, you can give feedback on this service.
Golden Service Care Limited is a domiciliary care agency. At the time of the inspection they were providing personal care to 63 people in their own homes.
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:
People received an outstanding caring service. Without exception people told us they received very kind and respectful support from staff who promoted their abilities. Staff promoted people's privacy and dignity and enabled them to achieve their goes. People were supported to make choices and have as much control and independence as possible. Staff went above and beyond to ensure people were not lonely and gave up their own time to support people to engage in their hobbies, social and cultural activities.
People told us they felt safe and that staff were kind, supported them in a dignified and respectful manner and maintained their privacy and independence.
People received support from a consistent team of staff who were skilled and competent in providing care and support. Staff and the registered manager showed a genuine interest and passion to deliver personalised care based on people's likes, wishes and preferences.
People were supported in the least restrictive way possible and in their best interests; the policies and systems of the service supported this practice.
Staff knew people well and relatives felt reassured their family members were safe and well cared for. However, some care plans contained limited information relating to people's individual support and care needs.
Communication with health and social care professionals was effective in ensuring people received joined up care. The provider had aims and standards for the service and told people what they should expect from staff and the service in respect of the quality of care they received.
The provider worked in partnership with other agencies. This supported people in ensuring any changes were raised with professionals and those funding the person’s care needs.
Rating at last inspection:
The service was rated good at our last inspection (published 9 June 2017).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned in line with our inspection schedule or in response to concerns.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
There was a registered manager in post. 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 2008 and associated Regulations about how the service is run.
People were exceptionally complimentary about the care provided and told us staff were ‘absolutely wonderful’ and that they ‘could not wish for better ones’. People were supported by regular staff that knew them well and used the information they had to enhance people’s lives. People told us staff always treated them with dignity and respect. People benefitted from compassionate and caring staff that were enthusiastic about their roles and aimed to provide support in a kind and empathetic way.
The registered manager ensured staff were continually developed so this approach could be sustained. The registered manager went out of their way to ensure that the people and the staff were compatible which contributed to people being able to develop meaningful and caring relationships with staff.
People were supported to live their life in an independent way and told us they would not be able to manage without the commitment and kindness they had from the staff. Where people reached their end of life stage the staff worked with various professionals, such as hospice teams to ensure people received a holistic approach that ensured a pain free and dignified death.
People told us they were safe. Risks to people’s well-being were assessed and recorded. Staff knew how to report any safeguarding concerns and they were confident the registered manager would take appropriate action when needed. Where people needed assistance with taking their medicine this was monitored and carried out safely.
People were supported by regular staff and complimented their reliability and punctuality. The registered manager ensured appropriate checks were carried out before staff started working with people to ensure they were suitable to work with vulnerable people.
People were supported by staff that had the right skills and knowledge to fulfil their roles effectively. Staff told us they were well supported by the management. The team worked closely with various local social and health care professionals. People were supported to meet their nutritional needs and maintain a various diet.
The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) and report on what we find. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People’s needs were assessed prior to commencement of the service to ensure staff were able to meet people’s needs. People’s care plans gave details of support required and were updated when people’s needs changed. People knew how to complain but they told us they never had to as any minor issued were addressed immediately. The registered manager ensured people’s feedback was sought and they carried out regular quality review visits to enable people to provide their views about the service.
People, their relatives and external professionals told us they felt the service was well run. The registered manager promoted a positive, transparent and open culture. Staff told us they worked well as a team and felt valued. The registered manager had systems in place to ensure the service delivery was monitored and they ensured they acted on feedback from people where required.