Able Homecare Marylebone

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The provider had a culture that was open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, and staff understood and followed them and were aware of their responsibilities and accountability. Staff were prepared to raise concerns they may have with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people including those outside its remit.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The management team, and staff were clear about their roles and its importance. A relative commented, “It’s good to have long term carers [Staff] that provides continuity of care.” A staff member said, “The management team are very supportive and there is good communication." Staff told us they were frequently updated with practical information not only about people using the service but also topics such as keeping safe.

The provider was aware of their responsibilities regarding duty of candour. Our records demonstrated that appropriate notifications were made to the Care Quality Commission as required. The provider had a system that stored people's details, appointment schedules, and if tasks, support visits, and care plans were completed on time. Data collected was collated and used to update and improve the service provided. The provider’s quality assurance system contained key performance indicators that identified how the service was performing, any areas that required improvement and areas where the service was accomplishing or exceeding targets. Any areas needing improvement were then addressed. Monitoring and quality assurance audits took place at appropriate intervals. Audits included communication and visits, care plans, risk assessments, complaints, and staff files. The provider worked with people, their relatives and healthcare professionals to identify areas that required improvement, and improvement achieved regarding the quality of services people received. Feedback from other organisations and healthcare professionals was integrated and used to ensure the support provided was what people wanted and needed. This was with people's consent. Performance shortfalls were identified in the provider audits and progress made towards addressing them was recorded. The complaints system was regularly monitored and enabled staff and the provider to learn from and improve the service. People, their relatives and staff provided regular feedback to identify if people were receiving the care and support, they needed.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.