- Homecare service
ProAce Healthcare Services Ltd
Report from 14 November 2024 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 4 to 12 December 2024. The service is a care at home service providing support to older people, younger adults living with dementia, mental health conditions and physical disabilities. At the time of assessment there were 70 people receiving the regulated activity. This was the first rated inspection of the service. Staff spoke positively about working at the service and the people they cared for. People received effective care that met their needs. They were treated with kindness and compassion. Staff protected their privacy and dignity. Processes were in place to assess risks associated with people’s care and their home environment. People were protected and kept safe. There were enough staff with the necessary skills, qualifications and experience. The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff knew people’s needs, however care plans required further detail of people’s preferences, mental capacity and communication needs to help ensure all staff provided person-centred care. Staff managed medicines well and involved people in planning any changes. Mostly effective systems were in place to monitor the quality and safety of the service. Staff and leaders demonstrated a listening culture and were open to learning and improvements.
People's experience of this service
We received positive comments from people, relatives, professionals and staff. Relatives and people told us staff were kind and caring, they were patient and treated people as individuals. Their comments included, “Staff are wonderful. I can’t fault them, they go above and beyond”, “[Name] passed away recently, staff were concerned about us, they brought us flowers and provided us with extra support”, “Staff take their time, they explain to [Name] everything they do, if they are unsure, they ask me. They go above and beyond in every way” and “Staff are very, very friendly and approachable, don`t change anything as they are really spot on.” Relatives, people and staff were positive about the open culture of the service, they all said they were listened to, had opportunities to give feedback and any concerns were addressed. A person told us, “If I am struggling or want something different, I tell the staff, they listen.” A relative commented, “I can contact them at any time. It is not an answerphone it is a human being. The communication is very good.” Relatives told us people received consistent care from staff they knew. A relative commented, “Staff approach everything with professionalism and obvious care.” Information was accessible to involve people in decision making about their lives.