Background to this inspection
Updated
25 February 2021
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.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a reablement service. It provides personal care to people living in their own houses and flats and specialist housing.
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 it is a small 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 17 December 2020 and ended on 09 January 2020. We visited the office location on 17 December 2020.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service
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 two people who used the service and two relatives about their experience of the care provided. We spoke with three members of staff including the registered manager and two support workers.
We reviewed a range of records. This included three people’s care records and a variety of records relating to the management of the service, including policies and procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at three staff files in relation to recruitment, training data and quality assurance records.
Updated
25 February 2021
About the service
Community Care Advice Centre is a reablement service providing personal care to people seeking to regain their independence following accident or injury. At the time of the inspection 30 people were using the service though they can support up to 60 people.
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
People and relatives had mixed views about the window in which call times were provided. Some would have preferred more precise times for visits. The registered manager told us this occurred so people with more complex needs could be prioritised. The service had robust recruitment processes. People were safeguarded from abuse as staff were trained to spot the signs of abuse and knew what to do should they suspect abuse. Risks to people were assessed and monitored and any pertinent information shared with relevant teams who worked with people. There were robust infection control practices in place. The service had adequate supplies of Personal Protective Equipment (PPE) and staff had been trained how to use PPE. The service learned lessons when things went wrong and learning was shared with staff appropriately.
People’s needs were assessed before they began using the service to ensure they could be met by the service. Staff were inducted into the service, so they knew what to do when they began working. Staff received ongoing training to ensure their competency was up to date. People received effective care as the service worked alongside other teams, appropriately sharing information about people to ensure they received good quality care. 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. Staff sought people's consent and were trained in the Mental Capacity Act.
People told us staff were caring. Staff were trained in equality and diversity and understood the need for cultural sensitivity when working in people’s homes. People s privacy was respected and their independence promoted.
People's care was planned and their needs recorded. Staff understood and provided person-centred care, placing people at the heart of their care. The service met people's communication needs, offering support in different languages where required. People knew how to make complaints and the service responded to these appropriately.
People and staff spoke positively about the provider and service management. The provider was aware of duty of candour and their responsibilities when things went wrong. The registered manager and staff understood their responsibilities and roles. People and staff were able to be involved with the provider and help develop how the service was delivered. There were effective quality assurance processes in place, though due to the pandemic some of these had been suspended so the provider could reallocate staff resources to combat effects of the pandemic. The service worked well with other teams and sought to ensure people received joined up care.
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 23 May 2019 and this is the first inspection.
Why we inspected
The inspection was prompted due to the service not having been inspected before.
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.