Christchurch Cares

Updated 26 June 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of two inspectors and one expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. This person had experience of this type of service.

Service and service type: The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours' notice of the inspection site visit, because the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in. The inspection activity started on 14 May 2019. We visited the office location on this date to see the registered manager and office staff; and to review care records and policies and procedures. We made telephone calls to people on the 15 and 16 May 2019.

What we did when preparing for and carrying out this inspection:

We reviewed information we had received about the service since our last inspection. This included details about incidents the provider must notify us about. We sought feedback from the local authority and professionals who work with the service. We assessed the information we require providers to send us as least once annually to give some key information about the service what the service does well and any improvements they plan to make. We used all this information to plan our inspection.

During the inspection we spoke with the registered manager, deputy manager and three staff. We telephoned 19 people to ask for feedback about the service they received.

Following the inspection, we received information from one health professional. Where possible their feedback has been included in the report.

Updated 26 June 2019

About the service:

This service is a domiciliary care agency. It provides personal care to people living in their

own houses and flats. At the time of the inspection, it was providing care to 100 people.

People’s experience of using this service:

People experienced a good reliable service, with personal care delivered by compassionate, kind and well-trained staff. One person said, "I really look forward to the carers coming every day. It’s the little things they do that really count. I can’t fault any of them.” Another person said, "They treat me with the upmost respect I never have any concerns. They know what they are doing they are good at their job.”

Staff had a good understanding of people's needs and provided person-centred care which enabled people to have a good quality of life.

People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People were supported by consistent staff. Robust recruitment processes were in place.

Staff were provided with an induction and had been trained to ensure they could meet people's needs.

Positive relationships had developed between people and the staff that supported them. People and their families were involved with care planning and staff knew people well and could explain their histories and personal preferences.

Systems were in place to seek the views of people who used the service and monitor the quality of the service people received. Spot checks, care planning review meetings and audits were carried out on a regular basis.

Rating at last inspection:

Good (date of the last report published was 14 October 2016).

Why we inspected:

This was a planned inspection based on the rating at the last inspection.

Follow up:

We will continue to monitor this service in line with our re-inspection schedule for those services rated as Good.