New Horizon Care

Updated 13 March 2021

The inspection

This was a targeted inspection to check on a specific concern we had about infection prevention and control.

Inspection team

The inspection was carried out by an inspector, assistant inspector and Expert by Experience.

The assistant inspector and Expert by Experience conducted telephone calls to people who used the service and staff.

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 homes.

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 to ensure the registered manager would be in the office to support the inspection.

We visited the office location on 24 February 2021 and telephone calls were made to people, relatives and staff.

What we did before the inspection

We reviewed information we had received about the service since the last inspection.

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 four people who used the service and six relatives about their experience of the care provided. We spoke with 11 members of staff including the registered manager and care workers.

We reviewed a range of records in relation to infection prevention and control including policies and procedures, staff training and staff supervision forms.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found.

Updated 13 March 2021

New Horizon Care provides domiciliary care and supported living services. It provides personal care to a range of people including those with acquired brain injuries, spinal cord injuries, autism and learning disabilities. People being supported, lived in their own houses and flats in the community. At the time of our inspection 45 people were using the service, although not all were receiving personal care. Our inspection only looked at the people who were receiving personal care.

At the last inspection in January 2016, the service was rated ‘Good’.

At this inspection we found the service remained ‘Good’.

Staff received safeguarding training so they knew how to recognise the signs and symptoms of abuse and how to report any concerns of abuse. Risk management plans were in place to protect and promote people’s safety. The staffing arrangements were suitable to keep people safe. The staff recruitment practices ensured staff were suitable to work with people. Where the provider took on the responsibility for the management of medicines, staff followed best practice guidelines. Staff followed infection control procedures to reduce the risks of spreading infection or illness.

The provider understood their responsibility to comply with the Accessible Information Standard (AIS), which came into force in August 2016. The AIS is a framework that makes it a legal requirement for all providers to ensure people with a disability or sensory loss can access and understand information they are given.

Staff received induction training when they first started work at the service. On-going refresher training ensured staff were able to provide care and support for people following current practice. Staff supervision systems ensured that staff received regular one to one supervision and appraisal of their performance.

Where the provider took on the responsibility, staff supported people to eat and drink sufficient amounts to maintain a varied and balanced diet. The staff supported people to access health appointments when required, including opticians and doctors, to make sure they received continuing healthcare to meet their needs.

People were encouraged to be involved in decisions about their care and support. Staff demonstrated their understanding of the Mental Capacity Act, 2005 (MCA) and they gained people's consent before providing personal care. People had their privacy, dignity and confidentiality maintained at all times. The provider followed their complaints procedure when dealing with complaints.

People had their diverse needs assessed and met. They had positive relationships with staff and received care in line best practice in order to meet people’s personal preferences. Staff consistently provided people with respectful and compassionate care.

The service had a positive ethos and an open culture. The registered manager was a visible role model in the service. People, their relatives and other professionals told us that they had confidence in the registered manager’s ability to provide consistently high quality managerial oversight and leadership.