7 March 2017
During a routine inspection
Care Your Way is a domiciliary care service which provides personal care and support services for a range of people living in their own homes. These included older people and people living with dementia. At the time of our inspection 69 people were receiving a service.
The service did not have a registered manager. 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. The previous registered manager had recently left the service. The provider had recruited a new manager who was currently registering with us.
The majority of people we spoke with were aware that there was a new manager who was in post following the previous one leaving, and felt it was too soon for them to comment on the new manager. However people told us communication and organisation from the office could be improved. One person told us “Administration in the office on the surface don't seem to be organised the phone is not manned 100% of the time”. Another person said “Care staff do well but administration and organisation could be improved”. These issues were brought to the attention of the manager as areas in need of improvement.
People told us they felt safe, that staff were kind and the care they received was good. One person told us “I feel safe because the carers know what they are doing”. There were systems and processes in place to keep people safe. Assessments of risk had been undertaken and there were clear instructions for staff on what action to take in order to mitigate them. Staff knew how to recognise the potential signs of abuse and what action to take to keep people safe. The manager made sure there was enough staff at all times to meet people’s needs.
Staff had the skills and knowledge to meet people’s needs. Staff received regular training to ensure they had up to date information to undertake their roles and responsibilities. Staff also received regular supervision throughout the year.
The provider had arrangements in place for the safe administration of medicines. People were supported to receive their medicine when they needed it. Staff considered people’s capacity using the Mental Capacity Act 2005 (MCA) as guidance.
People and relatives told us that staff were kind and caring. Comments included “I think they have my best interests at heart” and “The ladies who call are excellent. All of them will do anything I ask them to do”. A relative told us “I haven’t had one which hasn’t been caring and she (relative) looks forward to them coming in and she will chat to them. I couldn’t do without them, they are my life line as well”.
People and relatives confirmed staff respected their privacy and dignity. Staff had a firm understanding of respecting people within their own home and providing them with choice and control. People were supported at mealtimes to access food and drink of their choice. One person told us “They serve a good meal and are obliging”
The provider and manager monitored the quality of the service by the use of regular checks and internal quality audits to drive improvements. Feedback was sought by surveys which were sent to people and their relatives. People and relatives we spoke with were aware of how to make a complaint and felt they would have no problem raising any issues.
Staff told us they were able to speak to the manager when needed, and found them supportive. Comments from care staff included “The new manager and area director are brilliant” and “Wouldn’t change anything, we have a really good team”.