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Inspection Summary


Overall summary & rating

Good

Updated 15 December 2017

We inspected this service on 20 and 23 November 2017. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults. Not everyone using this service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

This announced inspection was carried out by one inspector and an expert by experience. The expert by experience had knowledge of care services including domiciliary services.

There was a registered manager in the service. 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.

On our last inspection on 8 September 2015 the service was rated as Good; on this inspection we found the service remained Good.

People continued to receive safe care. People were protected from unnecessary harm by staff who knew how to recognise signs of abuse and how to report concerns. The staff were confident that any concerns would be reported by the registered manager. Individual risks were assessed and reviewed to keep people safe and protect them from avoidable harm. Some people received assistance to take medicines and records were kept to ensure that this was done safely. There were enough staff to provide care for people and safe recruitment procedures in place to ensure they were suitable to work with people.

People continued to receive effective care. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible. People were able to make decisions about how they wanted to receive support to ensure their health needs were met. Staff were supported and trained to ensure that they had the skills to support people effectively. When people required assistance to eat and drink, the provider ensured that this was planned to meet their preferences and assessed need.

The care people received remained good. People were treated with kindness and compassion by staff who knew them well. People liked the staff who supported them and had developed good relationships. People had a small team of staff who provided their support in the way they wanted. Care was planned and reviewed with people and the provider ensured that people’s choices were followed. People’s privacy and dignity were respected and upheld by the staff.

The service remained responsive. People had care records that included information about how they wanted to be supported and this was reviewed to reflect any changing needs. There was a complaints procedure in place and people knew how to complain and were confident these would be responded to.

The service remained well led. Staff listened to people’s views about their care and they were able to influence the development of the service. Staff felt well supported by the registered manager. The quality of care was assessed and monitored to ensure standards were met and maintained. The registered manager understood the requirements of their registration and informed us of information that we needed to know. The manager promoted an open culture which put people at the heart of the service.

Inspection areas

Safe

Good

Updated 15 December 2017

The service remains good.

Effective

Good

Updated 15 December 2017

The service remains good.

Caring

Good

Updated 15 December 2017

The service remains good.

Responsive

Good

Updated 15 December 2017

The service remains responsive.

Well-led

Good

Updated 15 December 2017

The service remains well-led.