Around The Clock Care Agency

Updated 24 October 2018

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 17 September 2018 and was carried out by one inspector. The provider was given 48 hours’ notice of the inspection visit because it is a small domiciliary care agency and we needed to be sure that they would be in the office. We also needed them to get people’s consent for us to visit them at home or telephone them as part of the inspection.

Before the inspection, we reviewed the information we held about the service. This included the previous inspection report and notifications since the last inspection. Notifications are changes, events and incidents that the service must inform us about. We used information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection, we visited two people in their own homes and spoke with two people and one relative by phone. We asked about their experience of the care they received. We also spoke with five of the care staff, with the administrator who also did care work, and the registered manager.

We received feedback from two health and social care professionals about the service.

Updated 24 October 2018

We inspected this service on 17 September 2018. The inspection was announced. The service is a domiciliary care agency. It provided personal care to people living in their own houses and flats in the community. The service is for older adults, including people living with dementia and people needing care at the end of their life.

The service was registered with the Care Quality Commission to provide regulated personal care in September 2017. This was their first inspection. At the time of the inspection, eight people were receiving personal care and support from this service. Some people were supported with a ‘live-in’ carer.

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 2008 and associated Regulations about how the service is run.

There were sufficient staff to deliver all the care hours that were needed by people. The service was developing incrementally as new care staff were employed. There were safe recruitment practices in place and a service goal to always employ the right staff.

People were kept safe from abuse because there were safeguarding procedures in place and staff were aware of potential harm and knew how to report it. Risks to people in their homes were identified at the outset and kept under review. There were plans in place to reduce risks and staff knew about the actions to take. Incidents and accidents that did occur were recorded and reviewed, and learning was discussed with staff.

Where people were assisted to take their medicines, this was done safely. Staff were trained to administer medicines. There were weekly medicines checks in place. Staff followed safe practice to reduce the spread of infections and kept people’s homes clean.

People received an assessment in line with good practice before any service was provided. This was completed thoroughly with the person and their family.

Staff had received a good induction and training before beginning their role. They shadowed a more experienced care worker in the home and given instructions on any equipment, special requirements or communication needs that the person had. Staff were supervised regularly and felt able to ask for support and advice at any time.

The service worked with other agencies to meet people’s specific needs. Staff worked together and fed back to the registered manager any issues that needed to be addressed. People were enabled to access health and social care specialists and this improved the outcomes for people’s health and well-being.

People’s consent was sought in line with the principles of the Mental Capacity Act 2005. Staff were aware of their responsibilities and diligent in recording that consent was given before giving any care.

The care staff treated people with kindness and compassion. Staff had enough time to provide good care in a calm manner and to involve people in the way they liked. People’s privacy was maintained and their independence was promoted. People told us they felt that they mattered to the staff and personal interest was taken in them. People’s homes and belongings were respected and looked after by staff. The service was trusted by the people it supported.

People received care in a personal way that suited them. As far as possible, the timing of calls and choice of care worker was met. People’s preferences were understood and there was a responsive approach to meeting individual requests.

People’s concerns were responded to personally. People knew how to complain but there had been no formal complaints.

End of life care was provided by the service. Staff worked with other agencies to provide a dignified and comfortable experience for people. Relatives had fed back how pleased they were with the care given.

The registered manager was also one of the two directors of the company. This was a small service, still developing in its first year of operation. They had partnered with respected quality management companies to ensure they had the correct systems for governance and quality assurance in place.

The registered manager had created an open and caring culture and staff and people felt able to approach them with feedback. The service was building its reputation for quality. There was a vision to maintain high standards and person-centred care as the service expanded.

The provider wanted to improve the service to ensure sustainability. They were reviewing policies to better reflect practice and a new electronic scheduling system was in place to better plan and track the care delivery.

The registered manager service was developing partnerships with other agencies to improve the reach of the service.