Background to this inspection
Updated
22 January 2021
This was a targeted inspection carried out in response to concerns received about poor infection prevention and control procedures.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
Inspection team
The inspection team consisted of two inspectors 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.
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 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with the care co-ordinator. We reviewed three people's care records, three staff personnel files, and other records regarding infection control procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We reviewed various policies and procedures. We spoke with six people who used the service and five relatives. We also spoke with the registered manager and received feedback from 11 care staff.
Updated
22 January 2021
This inspection took place on 20 and 22 February 2018 and was announced. We gave the provider two days’ notice that we would be visiting their head office as we wanted to make sure they were available on the day of our inspection.
At our last comprehensive inspection in March 2016 the service was rated ‘Good’. In August 2016 the head office of the service moved to a new address. At this inspection we found the service remained ‘Good’.
Individualised Care Limited is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to children and adults. At the time of this inspection there were approximately 56 people using the service who were receiving support with personal care. The provision of personal care is regulated by the Care Quality Commission.
There was a registered manager in post. 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 and associated Regulations about how the service is run.
People told us they liked the staff and felt safe with them. Staff knew how to recognise and report abuse and understood their responsibilities in keeping people safe. Staff understood that people were at risk of discrimination and knew people must be treated with respect. Staff understood there were laws to protect people from discrimination.
Where risks to people’s safety had been identified ways to mitigate these risks had been discussed with the person and recorded so staff knew how to support the person safely.
The service was following appropriate recruitment procedures to make sure only suitable staff were employed.
Staff had completed training in the management of medicines and understood what they should and should not do when supporting people or prompting people with their medicines.
Staff were provided with the training they required in order to support people safely and effectively.
Staff offered choices to people as they were supporting them and people were involved in making decisions about their care. People confirmed they were involved as much as they wanted to be in the planning of their care and support.
Care plans included the views of people using the service. 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.
The management and staff responded quickly and appropriately to any changes in people’s needs and care plans reflected people’s current needs and preferences.
People told us they had no complaints about the service but said they felt able to raise any concerns without worry.
The service was led by an experienced and skilled registered manager who provided a stable and consistent management style where staff felt supported and included in the running of the service.
People who used the service, their relatives and the staff said they felt valued by the registered manager and by everyone who worked at the service.