Archived: Keystone Health Care Group Ltd

Updated 1 November 2017

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.

This inspection took place on 25 and 26 September 2017 and was announced on both days to ensure someone would be in the office. On 28 September 2017 telephone calls were made by to people using the service. The inspection team consisted of one adult social care inspector and an 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.

Before the inspection we requested a Provider Information Return (PIR) which was returned to us. This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We checked information held by the local authority safeguarding and commissioning teams in addition to other partner agencies and intelligence received by the Care Quality Commission.

We spoke with three people using the service and two of their relatives. In addition, we spoke with four staff including two care workers, the care manager and the registered manager.

We looked at three care records including risk assessments, three staff records including all training records, minutes of resident and staff meetings, complaints, safeguarding records, accident logs, medicine administration records and quality assurance documentation.

Updated 1 November 2017

The inspection of Keystone Health Care Group Ltd took place on 25 and 26 September 2017 and was followed on 28 September 2017 by telephone calls to people using the service. This was the first inspection of the service at this location.

Keystone Health Care Group Ltd provide personal care support to people living in their own homes. At the time of the inspection there were 24 people using the service.

There was a registered manager in post and they were available on both site visit days. 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.

People and relatives told us they felt safe and confident with the staff. There was evidence of appropriate reporting of any concerns to other agencies with follow ups if needed.

Risks were managed in a person-specific way and responded to people’s preferences and usual routines. Staff displayed high levels of competence in their role which was supported through regular supervision and training. The service promoted active reflection on how things were progressing and staff were encouraged to share best practice.

Rotas were managed well with consistent provision of staff and appropriate timings between calls. Although some calls had reduced length no concerns were raised by people who were happy all tasks were completed as required.

Medication support was offered in line with requirements and staff displayed a good awareness of wider issues around the impact of infection and self prescribing.

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

Nutrition and hydration needs were provided safely and records kept if there were concerns. People were supported to access health and social care services if needed.

Staff were kind, caring and knowledgeable about the people they cared for. They were attentive to slight changes and responded well, to alleviate complications further on.

Privacy and dignity was respected and promoted, and staff had a cultural awareness of different needs of their local community.

Care records showed person-centred practice in line with people’s choices and routines. The service was flexible in how people’s needs were met.

The service had not received any complaints but showed a high level of responsiveness to any concerns which were dealt with swiftly.

Keystone Health Care Group was managed by a skilled registered manager supported by an informed and knowledgeable team. They were always available and staff felt valued.

Quality assurance processes showed a wide range of measures assessing the standards of the service with a strong focus on person satisfaction and well trained staff. The service had a clear and shared value base which was evidenced in its provision of care to people.