Background to this inspection
Updated
9 July 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 24 June 2019 and ended on 24 June 2019. We visited the office location on 24 June 2019.
What we did before the inspection
We reviewed information we had received about the service since its registration. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with one person who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, the deputy manager, the nominated individual and two care staff.
We reviewed a range of records. This included three people’s care records and one person’s medicines records. We looked at three staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
9 July 2019
About the service
Tottenham Town Hall is a domiciliary care service registered to provide personal care support to people with a physical disability, a mental health condition, and older people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection, six people were receiving personal care support.
People’s experience of using this service and what we found
People told us they felt the service was safe, staff were kind and the care received was good. We found staff had a good understanding of their responsibility with regard to safeguarding adults.
Risk assessments were in place which provided guidance on how to support people safely. There were enough suitable staff employed by the service. Staff had been recruited safely with appropriate checks on their backgrounds completed. Medicines were managed safely.
People 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.
Staff undertook training and received regular supervision to help support them to provide effective care. People and their relatives told us staffing treated them with dignity and respect.
Person centred support plans were in place and people and their relatives were involved in planning the care and support they received.
People’s cultural and religious needs were respected when planning and delivering care. Discussions with staff members showed that they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service.
The provider had a complaint procedure in place. People and their relatives knew how to make a complaint.
At the time of our inspection the service did not have any people receiving end of life care. The service had an end of life policy in policy. Staff received end of life care training.
Staff told us the registered manager was supportive. People and their relatives felt the service was well led. The service had various quality assurance and monitoring mechanisms in place
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 requires improvement (published 5 July 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.