Dependability Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

People were supported by staff who knew their personal and individual needs well. People received individualised support that matched their personal preferences. People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.

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.

People’s health and welfare needs were fully assessed to ensure they were supported appropriately. People using the service, and their relatives told us they had been involved in the assessments of their needs and care planning. A person told us, “I told them what I want, and they support me with things I can’t do by myself.” A relative told us, “They are very accommodating we can choose the time they come and a preference of carers.”

Staff knew people well and helped to ensure people received care and support that met their needs. The registered manager told us they regularly reviewed care with people. The provider stated, “ We complete a good initial assessment, know what’s important to them [people] make sure we are listening to their choices, ensure their human rights are protected and they are in control.”

Assessments and care plans were personalised, detailed, comprehensive, and up to date. Managers recognised the importance of thorough assessments before care began, to ensure the service could meet people's needs in a way that was tailored to them. Managers regularly reviewed care plans with people and their relative if required to check they were up to date and reflective of any changes.

People felt their needs were well met and reflected how they wanted to be cared for and treated. Relatives told us that the provider was good at supporting their family member and staff understood their needs and how to care for them.

Staff told us they had undertaken training to understand about best practice and how to support people and their needs. Staff received a range of training including dementia care and learning disability awareness. Staff told us the training was very good and that they shadowed senior members on calls to people. A care worker gave us a positive example of how stoma care training equipped them with the skills to support a person with a stoma bag appropriately. Another staff member gave us an example of supporting a person recovering from a stroke. Staff explained how training has supported good practice in their roles.

Care plans were well designed and incorporated good practice guidelines. The provider kept themselves informed about changes in legislation and guidance.

People told us staff supported them with external health care appointments. A relative told us, “ They [staff] are very good at making sure he is organised and attends all of his appointments, and [registered manager] supports in booking any appointments that are required.”

Health and social care partners provided positive feedback highlighting how well the provider worked with them. Comments included, “They [provider] are very transparent with any information I need and are good to arrange joint meetings/ home visits as and when needed. Personally, I have always had a good experience with working with them over the 2 years” Another comment was, “I have worked with Dependability for some time, I have always found them really helpful and supportive to the clients that we share, showing care and compassion and often going over the call of duty to the client, they have also been really helpful and offered us help and advice at the centre when we have had a query, they always answer their phones and attend to any queries in a prompt and efficient manner.”

The registered manager explained they worked closely with peoples GP’s, commissioners, the local authority and social workers.

The provider had systems in place to help ensure that staff worked well together and with external organisations. Care records included details of health and social care professionals that were involved in people’s care and details of any referrals the service had made to external health care professionals.

People using the service and their relatives told us staff monitored them and checked their wellbeing to support them to live healthier lives.

Staff monitored people's healthcare needs and maintained records on peoples care plans. They reported any concerns, and the provider made sure people received the appropriate support.

Care plans included information about people's health conditions. This information helped ensure staff were able to give people the right support that they need. We saw a positive example in a care plan where the provider had supported a person to live a healthier live by helping to improve their mobility, the person was discharged from hospital using a frame and with the support of the service their mobility improved to now walking with the aid of one walking stick.

Comments from people and their relatives whom we spoke with expressed how happy they were with the staff and the support they received. A relative told us the provider goes above and beyond to ensure that their family member is well looked after. Another comment from a relative included, “[Register manager] regularly keeps me updated and calls to tell me of any changes or anything important, the other day they even called me to inform that he required a new shower mat because it was getting tatty, it’s all open dialogue.”

Staff gave positive feedback about their roles and showed an interest in the wellbeing of people they cared for. Comments from staff included, the best thing about working for the agency is, “Meet amazing people, hear great stories I love listening to people, looking after people.” Staff confirmed managers regularly observed them working and told us the provider is always looking to improve. An external professional told us, “The registered manager “is passionate about the service and wants the best outcome for people.”

The provider recognised the importance of learning lessons and continuous improvement to ensure they maintained high-quality care for people they supported. The quality and safety of the service people received was routinely monitored by managers and staff through a range of different methods. This included spot checks to observe staff, people’s environments and to make sure staff were following care plans. Outcomes from spot checks were fed back to the staff through supervisions and team meetings. Weekly audits on personal protective equipment (PPE) and medication were also completed by the management team. The provider retrieved feedback from people through surveys which was analysed to identify issues and learn to improve the service.

Relatives told us staff were very kind and caring, offering support as needed while also encouraging and reassuring their loved ones to be as independent as possible. People using the service, and their relatives told us they were given choices and consented to their care.

Staff had training about the Mental Capacity Act 2005 and understood about how to support people to make decisions.

People's mental capacity had been assessed. The provider had worked with people's relatives to help make decisions in their best interests when needed. People had signed consent to their care plan and if they did not have capacity to sign a relative completed this on their behalf.