The Care Quality Commission (CQC) has rated Knightingles Healthcare Bedfordshire Limited in Bedfordshire as outstanding, following an inspection that took place in August. This is the first time Knightingles Healthcare Bedfordshire Limited had been rated as outstanding.
Knightingles Healthcare Bedfordshire Limited is a domiciliary care agency that provides personal care to people living in their own homes. Personal care includes help with tasks related to personal hygiene and eating. At the time of this inspection, 37 people were receiving support.
Following this inspection, Knightingles Healthcare Bedfordshire Limited has been rated outstanding overall and for being caring and well-led. It has again been rated good for how safe, effective and responsive the service was.
Stuart Dunn, CQC deputy director of operations in the east of England, said:
“When we inspected Knightingles Healthcare Bedfordshire Limited, we were pleased to find an exceptionally person-centred service, where the individual needs of each person were the central focus of their care. The service really understood what each person needed to thrive.
“Leaders of the service have fostered a culture of openness, empathy and inclusion, ensuring that people and their families are consistently involved in care decisions. Leaders prioritised people, placing them at the centre of their care. People using the service told us they felt listened to and respected, and this was clear in the compassionate, thoughtful care they received.
"Staff consistently went above and beyond to ensure people felt comfortable and valued, which was reflected in what people told us about staff, saying they were treated like family. For example, staff visited someone’s family member in hospital when they were recovering from their own treatment and unable to provide reassurance and updates. In another case, staff purchased an inflatable sink so people could have their hair washed at home, and even arranged for a hairdresser to visit if they were unable to visit a salon.
"People were encouraged to make decisions about their day-to-day routines. For example, one person requested a fish and chip supper every Friday which staff provided in line with their preferences. One relative told us there are weekly catch-up meetings where the family member would take the lead, and they know what’s happening.
“All of the staff at Knightingles Healthcare Bedfordshire Limited should be really proud of the service they’ve created. Other services should look at this report to see if there’s anything they can learn to promote improvements across the sector and to support people to lead their best lives.”
Inspectors also found:
- Staff were recruited safely, and people were supported by a consistent staff team that knew them very well.
- Care schedules were adapted to suit individual's needs. Care call times were adjusted to ensure they were prepared for health appointments, reducing anxiety and allowing them to maintain their routine.