Archived: Partners in Care (South West) Limited

Partners in care is a domiciliary care service, which provides support for adults in the community, who require assistance with personal care, including those living with dementia, physical disabilities, mental health needs and sensory impairments. At the time of our inspection there were 27 people who used the service.

People’s experience of using this service and what we found

People were at risk of receiving unsafe care because the information in some risk assessments was inaccurate. This meant they did not always provide the guidance staff needed to understand and minimise risks. Risks were mitigated however because the information in people’s care plans did reflect the current risks and the action needed to keep people safe. In addition, people were supported by a consistent staff team who knew them very well and had a good understanding of their needs.

Although the care plans contained clear guidance for staff about how to meet people’s needs, they did not contain any information about their background and interests. Staff told us this would support them in getting to know people. Despite this, people told us they did receive personalised care. They were supported by kind and caring staff who knew them well and understood their needs. One person told us, " You get to know the carers. They are a lovely bunch. Great friends. “

The provider and registered manager led an open, transparent and person-centred service which helped people and staff feel valued and supported. They were committed to continuing to learn and improve the quality and safety of the service. They responded immediately to feedback given during the inspection and took action to address the concerns raised.

Clear processes were in place to ensure effective monitoring and accountability. There was a quality assurance programme which was informed by feedback from people, relatives and staff.

People said they felt able to raise any concerns and were confident they would be acted on. However, they were unsure of how to formally make a complaint, although the policy was in a folder kept in their homes. The registered manager planned to review the policy and discuss it with people at their reviews to make it clearer for them.

Staff promoted people’s privacy and dignity, and people told us they were involved in decisions about their care. They were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People's needs were assessed before they started using the service and regularly reviewed. When people needed support with taking their medicines, this was provided safely.

People were supported to live healthier lives, with staff supporting and contacting health care professionals when needed. Staff worked in partnership with other professionals to ensure people received the right support.

People were protected from the risk of abuse and avoidable harm. Lessons learnt from accidents and incidents were used to prevent reoccurrences. Robust recruitment checks were carried out for staff before they started working at the service.

Staff followed appropriate infection control practices. Written information had been given to people to explain about the coronavirus, and the guidance introduced by the government to minimise the spread. People told us they appreciated this, saying, “It’s good to have it in black and white.”

Staff received a comprehensive induction, training and supervision to support them in their role, and were encouraged and supported in their professional development. They felt valued by the management team and their hard work was recognised and rewarded.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 21 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Partners in Care (South West) Limited on our website at www.cqc.org.uk.

At the last inspection, the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good

People told us they felt safe. Comments included “I don’t know what I would do without them” and “All the care workers have very special qualities. I trust them.” People told us they received a consistent service from a small team of care workers they knew and trusted. A person told us “We get the same ones a lot. We are happy with (care worker’s name). She knows what she has to do.” Risks to people’s health and safety were well managed. Before people began receiving a service an assessment was carried out to assess any risks to the person using the service and to the staff supporting them. Where people needed assistance with medicines, staff had received training and knew how to support people safely.

Staff had the skills and knowledge to meet people’s needs effectively. For example, a person we visited used equipment including an overhead hoist and wheelchair to move safely. They told us, “I have complete confidence the carers know how to use the hoist safely.” Staff received training on a range of topics relevant to the needs of the people who used the service. Staff were well supervised and told us they were well supported. People’s health needs were monitored and prompt action was taken to address any concerns or changes. The service had good links with local health and social care professionals and supported people to seek advice and treatment promptly when necessary.

The service was caring. People were supported by small teams of staff who knew them well and understood their needs. We heard many examples of praise for care and kindness of the staff. Comments from people included, “The girls just treat you as family,” and “They are wonderful. You cannot fault them. I have never had so much help from carers. They are so lovely.”

People continued to receive a responsive service. People’s needs were assessed and reviewed regularly. A care plan was drawn up with each person before the service started. The care plans contained easy to read and clear information about each task the person wanted support with. The care plans explained how to support and encourage people to remain independent. People were confident they could raise any complaints or concerns with the provider and these would be dealt with promptly and satisfactorily.

The service continued to be well-led. The registered manager was praised for their caring manner and open and approachable management style. A care worker told us they felt well supported, and said, “They have an open door policy. We can just come in and speak to them.” There were systems in place to regularly monitor the service and make improvements where necessary, including audits, checks, and satisfaction surveys. Where they identified areas for improvement these were acted upon. A person told us the service was very well run, and praised the management team and all the staff. They said “I am very proud of these people. They are always bright, cheerful, well presented. Very kind people. I don’t know how they do the job.”

Further information is in the detailed findings below

Everyone we spoke with who received a service from the agency told us how staff practice respected their privacy and dignity. People told us the friendliness and professionalism of staff put them at ease. For example, one person said the care staff 'never make me feel awkward'. And another person said their main care worker was a 'lovely lady, makes you feel at ease'.

People's care was planned and delivered effectively and met people's needs. People received a reliable service from a consistent team of care workers who knew them well. Care plans were reviewed and provided care workers with sufficient instructions covering all aspects of each person's care and support needs. People praised the service they received and the kindness shown by staff.

Effective systems were in place to assess and monitor the quality of service that people received. We saw and heard evidence to show the provider listened to people and took account of comments to improve the service.

People who received care and support who told us they were happy with the care they received. We were told that a consistent team of people visit. One person said things 'are going along nicely, they are very helpful, my husband is very pleased with things, he is very cheerful when they come.' This person's husband told us that it was 'perfect'.

Safeguarding Adults was one of the organisations mandatory training requirements and is updated annually. Staff we spoke with told us the signs they would notice that could suggest possible abuse and they were aware of what to do if they suspected abuse.

Care staff we spoke with told us that they had regular supervision usually on a twelve week basis, an annual appraisal and regular training. They told us that they can contact the office anytime if they needed any additional support or concerns.

The organisation assessed and monitored the quality of the service provided through reviews of client care usually after four weeks and at least annually, spot checks and an annual satisfaction survey. People we spoke with said that the organisation 'check from time to time how things are going.' Another person told us that 'they undertake a review to see how things are going.'