A Manchester-based domiciliary care service is celebrating after being rated ‘Outstanding’ by the CQC for the first time.
Complete Care & Enablement Services, part of the CareTech Community Services group, was given the top rating for being responsive and well-led.
The service was rated ‘Good’ overall during its previous inspection three years ago.
A CareTech spokesperson told Home Care Insight: “CareTech is delighted that its Complete Care service in Manchester has been rated by the CQC as Outstanding, which is a credit to the dedication of all those working at the service.
“It is particularly pleasing that the CQC inspection report notes that Complete Care is ‘exceptionally responsive to people’s needs’ and recognises the ‘open, honest, caring and positive culture across the service’.”
CQC inspectors hailed the registered manager, Joanna Withington, as “inspirational” and praised her for leading by example.
One example of how the service was ‘Outstanding’ in its leadership was when it stepped up to support three people living with complex mental health needs after their care provider had been forced to close with only a few days’ notice.
“Complete Care and Enablement were approached and agreed to help,” inspectors said in their report. “Their response was remarkable. Within three days, a suitable property was found with equally suitable, skilled and experienced staff deployed to support the transition.
“The house was kitted out, a ‘big shop’ for food was completed and by the evening of day three, all three people who used the service, along with staff, were settled comfortably, watching the TV and enjoying eating apple pie and cream.”
Sheila Grant, head of Adult Social Care inspection, said the service has “worked very hard” since the last inspection and improved the way it cares for people to “an outstanding level”.
“There was in house expertise supporting staff to make the right decision and receive timely guidance in a number of areas. People’s life goals and preferences were central to the care they received from the service. Staff learned what people wanted from their care and worked with them to improve their independence and help them challenge themselves in a safe but unrestricted way,” she added.
“We also saw some interesting uses of technology to further engage people with their care. The service was led by clearly passionate and motivated management who sought the views and feedback from everyone involved so the care could be appropriately tailored. Well done to everyone involved with this service, a well-deserved result.”