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Inspection Summary


Overall summary & rating

Good

Updated 16 August 2017

The inspection took place on 21 June 2017 and was announced. The service is a domiciliary care service that provides personal care to people. At the time of our inspection, there were 61 people using the service. There was a registered manager in place. 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.

At our last inspection in May 2016 we found that the service was not meeting all of the regulations. At this inspection we found that issues had been addressed and the regulations were met.

People were protected from the risk of potential abuse and told us they felt safe when the staff visited. Staff had a clear understanding of the procedures in place to safeguard people from abuse.

We found the service employed enough staff to meet the needs of the people being supported. The support provided was usually from a consistent group of staff who had been safely recruited. People who used the service told us they had not experienced any missed calls and that calls were usually on time.

People who needed support with their medicines were supported appropriately. Staff knew how to dispense medicines safely and there were regular checks to make sure this was done properly.

Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and support needs. Staff were well supported and received regular supervision.

People were involved in deciding how they wanted their care to be delivered and were supported in line with the Mental Capacity Act 2005.

People said staff were caring and treated them with dignity and respect. People felt the care they had received met their needs. We found the information contained in the care records was individualised and clearly identified people's needs and preferences.

Staff had been encouraged to support people to make choices. People were supported when required by staff to prepare their meals and to eat and drink enough to maintain good health. People were supported to access healthcare support when necessary.

The registered provider sought feedback from people using the service and their relatives in respect of the quality of care provided and had arrangements in place to deal with any concerns or complaints. The registered provider had developed a complaints procedure. People said they felt confident to raise complaints and knew who to contact if they had any concerns.

People and relatives were encouraged to share their views and feedback on the service through regular care plan reviews, questionnaires and the complaints and compliments process.

There was effective leadership from the registered provider, registered manager and senior members of staff and processes were in place to monitor the quality of the service provided.

Inspection areas

Safe

Good

Updated 16 August 2017

The service was safe.

People and relatives felt safe using the service. Staff were aware of safeguarding procedures and knew what action to take if they suspected people were at risk of harm.

Staff told us they felt there were enough staff to meet people’s care needs.

People received their medicines safely.

Effective

Good

Updated 16 August 2017

The service was effective.

People’s needs and preferences were supported by trained staff that understood their care needs.

People’s consent was sought before they were provided with care. People were encouraged to exercise their choices.

People were supported to receive appropriate health care and nutrition.

Caring

Good

Updated 16 August 2017

The service was caring.

Staff had positive caring relationships with people using the service. Staff knew the people who used the service well and knew what was important in their lives.

People had been involved in decisions about their care and support and their dignity and privacy had been promoted and respected.

Responsive

Good

Updated 16 August 2017

The service was responsive.

People’s care plans were regularly reviewed with people and relatives. Care plans outlined how people would like to be supported.

People who used the service and their relatives were confident to raise any concerns. These were responded to and action taken if required.

Well-led

Good

Updated 16 August 2017

The service was well-led.

Systems to ensure people received a quality service were in place.

People and staff described the registered manager as approachable.

The registered manager had used feedback from our last inspection to improve the service. The registered manager and provider were committed to improving the service and have been responsive to feedback shared with them.