About the service: Conan Room is a domiciliary care service which provides personal care to adults with a range of support needs, in their own homes.
The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’. Where they do we also take into account any wider social care provided.
Conan Room was providing personal care to 38 people at the time of the inspection.
People’s experience of using this service:
People supported by the service and their relatives consistently told us the registered manager and staff who supported them were pleasant, reliable, caring and professional in their approach to their work. They spoke positively about the quality of service provided. One person told us, “The staff are friendly, helpful and very professional. They genuinely care and chat with me about how I am and how my family are. I am very satisfied, they are respectful.” One relative told us, “I have absolutely no complaints. The staff can’t do enough for [relative], they are excellent, nice and kind I wouldn’t change anything.”
Staff had a good understanding in how to protect people from harm, and recognised different types of abuse and how to report it. Potential risks to people had been identified and people had been involved with decisions in how to reduce the risk of harm to them.
There were enough staff employed to keep people safe and meet their needs. Staff retention was good and people told us they were supported by staff who knew them and consistently met their needs. Staffing levels were continuously reviewed to ensure there were enough staff to provide flexible and responsive care.
People's medicines were managed in a safe way. Safe practice was carried out to reduce the risk of infection.
People's care and support had been planned proactively and in partnership with them. People felt
consulted and listened to about how their care would be delivered. 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.
Staff knew people well and supported them in line with their current needs and wishes. Staff were knowledgeable about people’s likes and dislikes and personal preferences. This helped people and staff to engage in meaningful conversations and develop strong relationships.
People and their relatives felt able to raise complaints and were confident that appropriate actions would be taken to address their concerns.
The registered manager used a variety of methods to assess and monitor the quality of the service. This meant areas identified for improvement through the quality monitoring processes could be actioned in a timely manner.
More information is in the full report
Rating at last inspection:
Requires improvement (report published on 21 March 2018).
Why we inspected:
This was a planned inspection based on the rating awarded at the last inspection.
Follow up:
We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.