Archived: Carers' Support (Bexley)

The service had a system and process to assess and monitor the quality of the care people received. The service carried out spot checks, conducted phone calls to people’s homes and reviewed areas such as the administration of medicines, health and safety, care plans and risk assessments. The service sought the views of people and their relatives to improve the quality of the service.

However, at this inspection we identified some improvement was required in specific areas related to the management of the service. The provider’s medicines policy was incomplete and they had not maintained a manual or electronic call monitoring (ECM) system to show that they had monitored visits to people’s homes to ensure they received visits at the correct times and for the required duration. As a result of the inspection feedback the registered manager confirmed with us that they had arranged to review and update the medicines policy and said that they have now introduced a call monitoring log. We shall assess the impact of this at our next inspection.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager demonstrated good knowledge of people’s needs and the needs of the staff team. Staff described the leadership at the service positively.

People’s relatives told us their family member’s felt safe with the staff. The service had clear procedures to recognise and respond to abuse. All staff completed safeguarding training. Senior staff completed risk assessments for people who used the service which provided guidance for staff to minimise identified risks. The service had a system to manage accidents and incidents to reduce reoccurrence.

The service had enough staff to support people and carried out satisfactory recruitment checks before they started working. The service had an on call system to make sure staff had support outside the office working hours. Staff supported people so they took their medicines safely.

The service provided an induction and training, and supported staff through regular supervision to help them undertake their role.

People’s consent was sought before care was provided. The registered manager was aware of the requirements of the Mental Capacity Act 2005 (MCA). At the time of inspection they told us they were not supporting any people who did not have the capacity to make decisions for themselves. Care records we saw confirmed this.

Staff supported people to eat and drink enough to meet their needs. People’s relatives coordinated health care appointments to meet people’s needs, and staff were available to support people to access health care appointments if needed.

Staff supported people in a way which was caring, respectful, and protected their privacy and dignity. Staff developed people’s care plans that were tailored to meet their individual needs. Care plans were reviewed regularly and were up to date.

The service had a clear policy and procedure for managing complaints. People knew how to complain and would do so if necessary.

We found that people's health and social care needs were assessed and that care was delivered in line with their individual support plans. People received care, treatment and support they agreed to. People experienced care that met their needs and were cared for by suitably qualified, skilled and experienced care workers. The provider had completed all appropriate checks for care workers before they began work. People were protected from the risk of abuse, and the personal records were fit for purpose and stored securely.

People told us they felt safe and had no concerns. A carer told us the service provided was a 'lifeline' and they knew their family member was 'in safe hands'. People told us staff arrived on time and if they were running late staff would contact them to let them know. We found that appropriate training and support was in place for all members of staff including volunteers. A family member told us 'the service is absolutely wonderful to my life as carer, knowing my son is being cared for by people who are properly trained'. We found the provider regularly assessed and monitored the quality of care provided through regular phone calls to people, staff supervision, care notes and annual surveys.