Background to this inspection
Updated
23 November 2017
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 15 September 2017 and was announced. We made telephone calls to people and their relatives after the visit to the office. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in. The inspection team consisted of one inspector.
As part of the inspection we reviewed information we held about the service including statutory notifications that had been submitted. Statutory notifications include information about important events which the provider is required to send us by law. We contacted the local authority to understand if they had any relevant information to share with us.
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. The provider returned the PIR and we took this into account when we made judgements in this report. We also reviewed the questionnaire feedback that the CQC had sent to people who used the service prior to our inspection. Spoke with the local authority about information that may be relevant prior to our inspection of the service.
We spoke with two people who used the service and two relatives who supported their family member with the management of their care. We also spoke with three care staff and the registered manager. We looked at aspects of four people’s care records and medication records. We also looked at the registered manager’s complaints procedure and compliments, two staff recruitment record and checks of records completed by the registered manager.
Updated
23 November 2017
This inspection took place on 15 September 2017 and was announced. We gave the registered manager 48 hours’ notice of our intention to undertake an inspection. This was because Accolade Care and Support provides personal care for people who live in their own homes and we needed to be sure that someone would be available at the office.
At the time of our inspection six people received personal care in their own homes.
There was a registered manager in place at the time of our inspection. 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.
People told us they received safe care, relatives who we spoke with felt staff were trained to support their family members in a way which kept them safe. Staff demonstrated good knowledge in how they were to protect people from harm. We found staff recognised the signs of abuse and knew how to report this. The registered manager had identified potential risks to people and had put plans in place to support staff to reduce the risk to people without taking away people’s right to make decisions about their care. People and relatives told us the registered manager ensured there were enough staff to support their care needs. Staff told us that because the service supported a small number of people, they were able to deliver safe care and support to people. People were supported with their medicines in a safe way.
People received care and support which met their needs and preferences and was in line with their consent and agreement, and staff understood the importance of this. We found people were supported to eat a healthy diet which was tailored to their individual preferences. Staff worked with external healthcare professionals and where necessary followed their guidance and advice about how to support the person in the right way.
People’s views and decisions they had made about their care were listened to and staff acted upon these in a dignified and respectful way. Relatives felt the staff team treated their family members in a kind and friendly way, which was done so respectfully.
The registered manager had provided people with information around how to raise a complaint should they need to. People and relatives we spoke with had not needed to raise any concerns but knew how to do this should they need to. The registered manager had not received any complaints at the time of our inspection. The registered manager told us that they had regular contact with people which they felt reduced the likelihood of people needing to complain about the service provision.
People and their relatives felt involved in the way the service was run. They felt they had the opportunity to share their views and discuss aspects of the service. Staff felt supported by the registered manager to carry out their roles and responsibilities effectively, through training and daily contact. Staff felt involved in the service and felt able to influence their ideas in the way in which the service was run. People, relatives and staff felt the registered manager was approachable and listened to them. We found checks the registered manager completed on the service focused upon the experiences of people.