Background to this inspection
Updated
2 February 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and three Experts-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
This inspection was announced.
We gave the service 48 hours' notice of the inspection. This was because it was a large service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 9 November 2021 by reviewing documentary evidence, speaking with people, relatives and staff. We visited the office location on the 20 January 2022.
What we did before the inspection
We reviewed information we had received about the service since registration. We sought feedback from the local authorities and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements
During the inspection
We communicated with 32 people who used the service and 38 relatives about their experience of the care provided. Not everyone who used the service communicated verbally or wished to speak on the telephone, therefore they gave us permission to speak with their relative. We spoke with 16 members of staff including the registered manager, the regional manager, two field supervisors and 12 care workers. We reviewed a range of records. This included six people's care records and multiple medicine records. We looked at five staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
2 February 2022
About the service
Human Support Group South Tyneside is a service that provides personal care to people living in their own homes. At the time of inspection approximately 297 people were supported by the service and 192 people were receiving personal care support.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
Staff knew about safeguarding procedures. They said they felt supported by the organisation and were aware of their responsibility to share any concerns about the care provided. There were opportunities for staff to receive training. Staff worked well with other agencies to ensure people received care and support.
People felt safe with the service provided. Risks were assessed and mitigated to keep people safe. Staff recruitment was carried out safely and effectively. People were correctly supported with their medicines.
People’s needs were fully assessed. They received person-centred care from their regular care staff. However, records did not always provide guidance to ensure people received consistent, person-centred care and support from all staff members.
We have made a recommendation about improvements to systems, including rota management and care records to ensure people receive person-centred care.
All people and relatives were complimentary about the direct care provided by support staff. They trusted the workers who supported them. They said staff were kind, caring and supportive of people and their families. Several people and staff said communication could be improved.
There was consultation with staff and people. People and relatives were encouraged to express their views about the care and were involved in decisions making, as far as they were able. People said they knew how to complain.
Information was accessible to involve people in decision making about their lives. There were effective arrangements to ensure people were supported, if needed, with their nutrition and hydration.
We were assured that the provider was monitoring the use of PPE for effectiveness and people’s safely. A quality assurance system was in place to assess the standards of care in the service.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 17/07/2020 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about medicines management. A decision was made for us to inspect and examine those risks as well as formally rate the service.
We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe, effective, caring, responsive and well-led sections of this report.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.