ABLE Care and Support Services has become the first care at home provider in Tameside to be rated outstanding leaving management and staff “thrilled and proud”.
The business, which is local at Hyde Business Centre and employs 58 staff, received a glowing appraisal following a Care Quality Commission (CQC) inspection on August 23.Able Care and Support Services, which cares for people in Hyde, Denton, Dukinfield, Mossley and Stalybridge, received an overall rating of ‘outstanding’ after being judged on five criteria.
It was deemed ‘outstanding’ on its service being responsive and also well led while ‘good’ for the service being safe, effective and responsive.
The care agency provides personal care to people in their own homes, including a group of people living in an extra care housing project. At the time of this inspection the service was providing personal care to 86 people.
It was found those who used the service received a very high quality of care from an exceptionally well led service.
They received extremely positive feedback from people, relatives and professionals on how staff had developed caring relationships with people and their relatives. People consistently told us how they were supported with great kindness and respect.
The culture of the service was one of building positive relationships with people, not only making sure people were safe, but were happy and had a good quality of life. People spoke about looking forward to the visits from staff.
One person commented in their customer satisfaction survey: “I cannot thank you all enough for what you have done for me. I love each and every one of you, I really do.”
The CQC reported stated people were placed at the centre of the service and were consulted on every level. Respect for privacy and dignity was at the heart of culture and values of the service.
Relatives told the CQC the service had a positive effect in people’s lives. For instance, one relative said: “Staff treat my parents so well. Mum has started singing again because all the staff sing with her. Lovely to hear her sing.”
The training provided to staff was of a particularly high standard. For instance, the staff induction training ‘boot camp’ made sure staff shared the values of care, compassion, communication, courage, competence and commitment from the very start of their employment.
Staffs’ specialist training in monitoring the health of people with particular conditions had helped several people to stay in their own homes, where they wanted to be.
People were supported consistently by the same staff and regular checks on staff and their ability to do their jobs in a safe way meant people could be reassured they were receiving high quality care.
The service was especially well run. Staff and the registered manager shared the visions and values of the service and these were embedded within service delivery. There were systems to assess the quality of the service provided.
The service had won several nationally recognised awards. This included an award for providing a particularly high standard of care and support to people who were living with dementia, and another award, for caring for people who were at the end of their lives.
Staff worked in partnership with external health and social care professionals to ensure they supported people well. There was a very strong emphasis on continuous improvement. And the lessons learnt from incidents and people’s feedback where used to improve the service further.
People and their relatives told they received very safe care. Staff understood their responsibilities in protecting people from the risk of harm. Risks to people’s well-being and their environment were detailed and updated when circumstances changed. People received support to take their medicines safely and as prescribed.
Directors Tracey and Barry Jackson said: “Since we set the company up in 2012, we have continued to run the business as we intended in the beginning, to provide quality care to those receiving our services.”
Tracey continued: “When the team read the initial report, it was amazing to see what staff, service users and their families had discussed with the inspector.
“Our management and community teams are fantastic at what they do and they never fail to surprise me with what they achieve on every shift. It takes a special kind of person to work in our industry and it is these people that make us proud every single day.”