Hibiscus Domiciliary Care Agency

Updated 10 January 2025

Date of Assessment: 10 January 2025 to 24 January 2025. This assessment was completed to identify if the required improvements had been made following a previous inspection. The service is a domiciliary care agency providing personal care to adults of all ages living with physical disabilities, sensory impairments, dementia and mental health conditions. Governance systems were not consistently identifying areas of improvement. The provider had not fully understood reportable incidents and improvements were needed to learning and improvement systems. However, staff safeguarded people from the risk of abuse and were suitably recruited and trained. People were supported to maintain a safe environment including steps taken to minimise the risks from cross infection. Systems were in place to learn and prevent future incidents and provide people with safe care minimising risks to their safety. Medicines were given in line with the providers policy. People’s needs were assessed and plans put in place to meet them by staff who worked as a team to provide evidence-based care, with other health professionals. People using the service experienced an improved quality of life and their consent was sought. Staff were kind and caring treating people as individuals and helping to retain their independence. People made choices about their care and staff were responsive to their needs. Staff understood people’s needs and preferences and provided care taking account of peoples protected characteristics. People made plans for their future and staff provided appropriate information and listened to people. The provider supported staff wellbeing and staff described an open and positive culture. The vision for the service had developed and improved systems, staff were treated equitably, with the freedom to speak up if things went wrong. The provider worked in partnership with staff, other professionals and people using the service and their relatives to continually improve the service.

Updated 10 January 2025

People felt safe using the service, they were comfortable with the staff supporting them and felt able to raise any concerns. People were supported to maintain a safe living environment and were protected from the risk of cross infection. People felt there were enough staff to support them and relatives told us staff were skilled in how to support people safely. People raised no concerns about how the service learned from incidents or how medicines support was received. People were involved in their assessments and relatives felt they were partners in peoples care. Relatives told us staff worked well with other agencies including supporting people with their health needs. People were happy with their staff team and relatives felt staff monitored people and helped them to achieve a good quality of life. People and relatives confirmed staff sought consent before giving care and support. People told us staff were kind and caring, relatives felt staff got to know people well and treated them as individuals. People told us they could make their own choices and were supported to maintain their independence. People and relatives felt staff were responsive to any changes in peoples needs. People told us their care and support was person-centred. Relatives confirmed staff worked with individuals and their families to get to know people, their life history and how they wanted to be supported. People had access to information they needed and felt listened to. People gave examples of being able to speak with staff and the registered manager about anything which concerned them. People had discussions about their future wishes for care and support and had opportunities to engage with health professionals. Relatives felt they were engaged in the service and involved in people’s care.