- Homecare service
Leaf Care Services
Report from 31 July 2024 assessment
Contents
Ratings
Our view of the service
The assessment of the service started with an onsite visit on 7 August and was completed when final feedback was given on 9 October. The assessment covered safe, responsive and well led. Staff received training and felt supported in their roles. The registered manager and Nominated Individual were proactive in developing the service to meet the needs of people including developing productive working relationships with commissioners, providers and health care professionals and by networking and learning from managerial consultants and sector organisations. However, we found a breach of good governance. The governance systems were not effective in identifying and addressing such things as informal concerns and feedback, management of care calls by trained staff and inconsistency of care records. We have asked the provider for an action plan in response to the concerns found at this assessment. This assessment has been carried out using an updated CQC process whereby moderation has been used. This involves assessment teams reviewing sufficient evidence to review a complete Quality Statement (i.e. all applicable evidence categories) and recording this in our system using a single evidence category. We have used our scoring moderation process to ensure the correct quality statement score is given and have provided a full report for our findings for each quality statement. This will be available for providers in the draft report under a single evidence category. When we publish this it will be displayed under the quality statement only.
People's experience of this service
Some people felt they were not listened to when they raised concerns by phone or via feedback mechanisms, such as care reviews or questionnaires. Their main concern was around the care call time. However, overall people told us they were happy with the standard of care they received. The care was person centred and some staff went beyond what was expected. People and their relatives said before they started to receive care, they were seen to ensure the care package was organised to meet their needs. They said they were seen by a consistent group of staff who knew their individual needs, likes and dislikes.