Care Concern Awarded Highest Possible Care Rating And Joins UK Elite
London's first independent homecare company with an overall Outstanding CQC rating
The Care Quality Commission (CQC) announced today that it has awarded an overall Outstanding rating to Care Concern Homecare, which is the first independent homecare company in London to achieve this rare feat.
Less than 1% of homecare agencies achieve the overall Outstanding rating, which is the highest award available in the CQC's inspection programme.
The CQC described Care Concern Homecare as being exceptionally caring and well led, with strong person-centred values. It found that the company's care workers regularly went the extra mile to make clients feel valued. Clients and their families said that they were treated with dignity, felt safe, and had control of their care.
Care Concern Homecare was also praised for providing excellent training and for making care workers feel valued and supported.
Clare Drewell, Care Concern Homecare's Owner and Director, said:
“We are standing tall following our Outstanding rating. This is an accurate reflection of the way we have consistently worked for 23 years.
“We are pleased that the CQC's system was reformed in 2013 to rate performance on a scale. We have always provided excellent care and passed CQC inspections, but having our performance rated in this way provides additional reassurance for clients and recognition for our dedicated care workers on the front line.
“The advantage of being an independent company is that we are able to uphold our values and we never compromise on the level of care that we provide. Our clients are supported to live their lives exactly how they prefer to, as individuals with dignity. Clients can contact us around the clock, and their voices are heard and responded to without fail.
“Our key strength is how we train and support our care workers. There is always someone at the end of the phone for them. We choose our staff carefully, and they are proud to work for us, which results in better care for our clients.”
For further information please contact Clare Drewell, Director and Responsible Individual, on 020 8899 6123 or at clare@careconcern.org.uk .
Extracts from the Care Quality Commission's inspection report regarding Care Concern Homecare
On relationships with clients:
Care workers knew people well and had developed positive relationships with them that were based on respect and empowerment. The whole staff team consistently delivered a caring and compassionate service.
People told us that the care workers were extremely caring and communicated effectively with them, responded to their needs promptly and treated them with kindness and respect. The care workers knew people well and were exceptional at delivering care that made people feel valued. The service regularly went above and beyond the agreed care package to deliver sensitive and caring support to people. The provider and senior team were passionate about promoting person centred values as the basis of the service and ensured these were followed consistently by the care staff.
On person-centred care:
The provider placed people at the heart of the service. Their values were based on the person coming first, respect for people, promoting people's independence, honesty, consistency of care, improving the service and maintaining people's confidentiality. Care workers told us they learnt about these values during their induction. People told us they were treated with dignity and respect at all times.
We found that care plans had been developed with the person or their family which demonstrated that they were in agreement with how care staff would provide their support. People told us they were able to control how their care was provided and that care workers always asked for permission before providing care or support. People's comments included, "Yes they certainly do ask", "They are just brilliant" and "Yes, always." A relative echoed these comments.
People consistently told us that care staff met their care needs in a competent manner. Comments received included, "Yes, they've got initiative", "I'm sure they do. They are very capable", "Oh yes. I've just had a bath board installed and I can now get in the bath with a little help. They let me do as much as I can myself to help with my independence. I know they are there if I need them." Relatives echoed this and said, "They have a lot of experience and have helped with the new wheelchair and exercising to keep [family member] more mobile", "Absolutely. They worked their half an hour and stayed longer if he needed longer" and "Oh yes. They have been well trained and respond immediately to any problems."
On support for care workers:
Care workers told us the management team were approachable and they felt very well supported by their line managers. Their comments included, "It is brilliant! I like the support they give. You can call them anytime. They are ready to come and meet you anywhere you are", "The management are nice and organised. I like their team work. They make sure everything is done properly", "They tell us if we make any mistakes", "They are good at communication. Emails, texts etc."
Care workers told us they enjoyed their role and were passionate about achieving a high standard of care for each person they supported. One care worker told us, "I am passionate about what I do" and "It's so nice to be part of an agency that is good. I would recommend it to a relative."
On company culture:
The provider and management team were passionate about the values of the agency and committed to providing the very best service to people. This passion and commitment had been cascaded to all staff who spoke positively about people's rights and their role to enable people to live meaningful and empowered lives.
November 23, 2016
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