Independent Lives Care Service has been awarded an overall rating of ‘good’ by the Care Quality Commission (CQC). This new rating follows an inspection of the service in December 2017. The service had previously been assessed as ‘good’ in February 2016.

Director of Care Services, Sam Pegg said: “I’m delighted we have received a rating of ‘good’ because it reflects our passion for providing high quality support. We’ll continue to work with our staff, customers, and partners to learn and improve. I want to say a huge thank you to everyone involved in helping us do this; the fact we have been assessed as ‘good’ for the second time running is a testament to the fantastic job our staff do.”

In their assessment of the service, the CQC:

  • awarded an overall rating of ‘good’ based on performance in five domains: safe, effective; caring; responsive and well-led
  • visited customers in their homes to talk to them and observe their care
  • spoke with customers who use the service over the phone
  • spoke with staff members, and reviewed policies, procedures, complaints, and compliments

Sam Pegg had this to say on the rating: “We are really pleased with this result. We received very valuable feedback from the inspection, which we’ve already taken onboard. We’ll be working hard to continue to provide the best possible care and support to the people who use our service”.

“As a learning organisation this work will continue into the future. We’ll use this feedback to guide us toward receiving ‘outstanding’ in our next inspection; we want to do the best we possibly can.”

The CQC had this to say on the inspection: “People told us staff were caring and they felt involved in their care. Staff supported people in a kind and compassionate manner.”

“There was a clear vision and set of values in place to deliver high quality and person centred care to people. There were management processes to outline expectations for staff responsibility and accountability. There was positive, supportive, inclusive and open team culture. Promotion of staff well-being and equality and diversity rights were a priority. Staff felt respected and involved in developing the service.”

“Everyone told us they had contributed to the planning of their care and support. If appropriate, people's relatives, or other people with relevant authority, were involved with planning people's care on their behalf. A relative explained how they had been visited several times by senior staff to plan their husband's care before he had started receiving support and that ‘plans were shared with me as soon as they were written". Another relative told us they were ‘always involved’.”

“The management is open and will act on feedback. [One member of staff said] ‘We are asked for feedback and this is taken onboard. I can go and talk to any member of staff. I feel respected’."

Rebecca Smicle, Chief Executive, added: “At Independent Lives, we value the CQC’s role in helping us improve care and support for our customers. I want to thank all of the Care Service staff for everything they’ve done to help provide the best possible service to the customers, families, and local communities they serve. We welcome feedback from customers and the CQC, and are prioritising areas where they noted we could do better, whilst continuing to provide the excellent service our customers expect from us.”