Archived: Age UK East Sussex

Updated 24 September 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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 16 and 17 August 2016 and was announced. We gave the provider 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available for the inspection.

The inspection team consisted of one 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. Prior to our inspection we looked at and reviewed all the current information we held about the service. This included notifications that we received. Notifications are events that the provider is required by law to inform us of. Before the inspection, the provider completed a Provider Information Return (PIR). 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 spoke with 19 people who use the service by telephone before the inspection visit. We spoke with two members of staff and the registered manager. We reviewed the care records and risk assessments for four people who use the service, recruitment records for three staff, training records for all staff and supervision and appraisal records for two staff. We reviewed quality monitoring records, policies and other documentation relating to the management of the service.

Updated 24 September 2016

Age UK East Sussex is a domiciliary care agency that provides very specific personal care for older people in their own homes. The service provided for people is foot care, which includes toenail cutting and corn management. People who have difficulty cutting their own toe nails due to sight or mobility problems can refer themselves to the service. Staff then visit the person once every six weeks for a twenty minute appointment. At the time of the inspection, 200 people were being supported by the service.

The service had a registered manager. 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.

Risks to people’s safety was not always fully assessed, and appropriate management plans were not in place. Some of the required recruitment checks had not been completed before staff began work. This included gaps in employment history and evidence of conduct in previous employment.

Staff knew how to recognise the signs of abuse and what they should do to keep people safe and there was a system in place to manage incidents and accidents. There were enough staff to meet people’s needs and each member of staff saw the same people at every appointment. People said staff were always on time, and if there were ever an occasion when staff were unexpectedly held up, they would always phone to let them know.

People were asked for their consent and the registered manager and staff knew about the Mental Capacity Act 2005. This legislation provides a legal framework for acting and making decisions on behalf of adults who lack the capacity to make decisions for themselves.

People had their foot care needs met and staff knew when to make a referral to another health care professional, such as a district nurse or GP. Staff had completed relevant additional training and supervision to help support them in their role.

The service was caring and people gave positive feedback about the foot care they received.

Staff knew about people’s foot care needs and made sure they respected people’s privacy and dignity.

People’s care plans were up to date and regularly reviewed. Staff knew the people they supported very well, and made sure they took a ‘whole person’ approach to the care they provided for people.

People knew how to make a complaint and said they would feel confident to do so if they needed to. The registered manager knew how to manage complaints.

All of the people we spoke with gave positive feedback about the quality of the service. One person said the service was “essential really, as you get older your feet get further and further away”

The provider had an appropriate system in place to monitor the quality of service and make sure they were meeting the requirements of the regulations. The registered manager knew about the culture of the service and the attitudes and values of staff. They also had a good understanding of their role and responsibilities and ensured that staff understood what was expected of them.