Manchester's adult social care service has been rated 'Good' overall by the Care Quality Commission (CQC), with frontline staff in particular being praised in the report.
The report stated: 'We heard examples of staff empowering people to maximise their independence and achieve personal goals such as reconnecting with their community and gaining education or employment through strength-based assessments and assertive outreach.'
Frontline workers celebrate result
Rosemary Achiaa, a 60-year-old adult social care support worker, described the job as a 'passion'. She said: 'Sometimes people come from hospital and they've lost their confidence, we help them with food and dressing. It's my passion, I love to care and support people, it's so good to see someone recovering.'
Rosemary visits 89-year-old Kathleen Horne in Ardwick, who recently came out of hospital after two weeks over a skin issue. Kathleen said: 'When I came out of hospital, they helped me so much, I can't say enough about them. They come every morning to help me with my creams. I didn't like it in the hospital, I'm glad to be back home. I was caring for my husband when it came on, he was very ill and he used to fall.'
Rosemary added: 'It's one of the most important jobs in the city, the hospitals would be full of people if we were not around.'
Control room coordinates discharges
Part of Manchester's success has been an approach which puts frontline staff at the heart of the council's approach. The city has also opened a control room in Hulme, thought to be one of the only such facilities in the country. It acts as a joint health and social care control room that coordinates discharges for Manchester residents from the three Manchester hospitals and Trafford General.
Staff in the control room organise planning for people who need social work support, various types of care or home support, as well as helping people to stay independent. Everything goes through there, so joint decisions are made and discharges planned early for residents.
Inspection results and areas for improvement
Manchester council's CQC inspection saw its services scored at 72 per cent, the highest rating for England's biggest cities outside London. Last year, a total of 9,937 people benefitted from long-term adult social care support in the city, which includes support in people's own homes, as well as support to people in care homes and related facilities. Another 6,232 people were accessing short-term care through services such as reablement, equipment and adaptations which support people to regain independence.
However, inspectors pulled the council up on safeguarding, finding that feedback in this area was 'mixed', with potential 'inconsistency' in practice. An example is that people with complex needs are currently more likely to wait for longer and be provided with services outside the city boundary than those with less complex needs.
The report stated: 'A leader told us safeguarding cases sometimes stayed open longer, and safeguarding plans were not always delivered in good time or reached the individual due to workflow, so there were plans to review this.'
Inspectors added: 'There was a consensus that staff were approachable, knowledgeable, and responsive when providing safeguarding advice and guidance. The process of raising a concern was clear, but some providers said they would value more support to understand safeguarding thresholds and said the responses could be inconsistent. Providers said the local authority was non-blaming and supportive, helping them to make improvements.'
The feedback has prompted the council to prioritise this area as part of its further improvement plans.
Councillor Thomas Robinson, the council's lead on adult social care matters, said: 'Adult social care might not always be the most visible council service but it provides vital support to thousands of Manchester people - in very many cases supporting them to live independent and fulfilling lives.
'I am proud that the care we provide has been recognised as Good – and solidly good – in this painstaking assessment by the Care Quality Commission. This hasn't happened by accident but as a result of concerted focus and investment in adult social care over recent years.
'For those who need that support, or have loved-ones who do, this rating should provide considerable reassurance about the standard of care which is on offer.
'While very pleased with the overall findings, there is always room for further improvement and in that spirit we are continuing to work on making our services even better.'
