This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.About the service
Dunster Lodge Domiciliary Care is an agency which provides personal care to people living in their own homes. At the time of the inspection the agency was providing care to 73 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People were supported by an agency with exceptional leadership. This led to people receiving a service which was person centred, reliable and always looking for ways to improve the care people received. Everyone we spoke with said they would recommend the service to others.
People received their care safely from well trained and competent staff. Staff were matched to people and were able to build trusting relationships which helped to make them feel safe.
Staff felt well supported which led to a happy and well-motivated team. The agency had adapted to new ways of working during the pandemic. Staff had received additional training and support which had resulted in no disruption to the service people received.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were treated with kindness and respect and involved in all decisions about their care. Staff were respectful of people’s wishes and care was provided in accordance with people’s preferences and needs.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Outstanding (report published 29 September 2017)
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
The pilot inspection considered the key questions of safe and well-led and provides a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Dunster Lodge Domiciliary Care on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.