21 September 2016
During a routine inspection
The inspection took place on the 21 September 2016 and was announced, which meant the provider knew before the inspection we would be visiting. This was because the location provides domiciliary care services. We wanted to make sure the registered manager would be available to support our inspection, or someone who could act on their behalf.
A registered manager was employed by the service. 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 was available throughout the inspection.
Whilst there were systems in place to ensure people received their medicines safely, administration records we reviewed were not always completed. Daily records did not contain information to say why medicines may not have been given and did not document if any actions had been taken to address the gaps in recording. This meant it was not always possible to confirm if people had received their medicines as prescribed.
People received safe and effective care which enabled them to live in their own homes. People and their relatives praised the care staff and spoke positively about the care they received. People, relatives and staff spoke positively about the management of the service. Staff felt supported and confident in raising concerns and felt the registered manager, deputy manager or office staff would act on these.
People were treated with dignity and respect. People and their relatives told us staff were kind, caring and respected their right to privacy. Care plans were person centred and contained evidence that people and/or their relative had been involved in the planning of care and support. Staff told us they monitored people’s health and wellbeing and any changes or concerns were reported to the office staff, relatives and where appropriate healthcare professionals.
Staff were aware of the types of abuse people may be at risk of and the actions to take if they suspected someone was at risk of harm. Staff were aware of their responsibility to report any concerns they had about people’s safety and welfare.
People received their care at the correct time. The service, where possible, tried to ensure people received care and support from the same members of staff to ensure consistency of care.
There were enough staff deployed to fully meet people’s health and social care needs. Appropriate recruitment processes were in place to reduce the risk of unsuitable staff being employed by the service. Staff received training and support from management to ensure they had the right knowledge and skills to meet people’s needs.
The service was working within the principles of the Mental Capacity Act 2005. Records showed people were asked for their consent before personal care was provided.
Staff working in the service had access to personal protective equipment (PPE) such as gloves and aprons to help prevent cross contamination and promote infection control.
People and their relatives told us they knew how to raise any concerns or make complaints should the need arise. The registered manager investigated complaints and concerns The registered manager sought feedback from people to ensure the quality of care was maintained. People, their relatives and staff were supported and encouraged to share their views. Quality assurance systems were in place to monitor the quality of service being delivered.
We a found breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of the report.