Home Instead Coventry South

Updated 31 May 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2088 (the Act). We checked whether the provider was meting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or telephone calls to engage with people using the service and staff.

Performance review and assessment team

The performance review and assessment was carried out by 1 inspector.

Service and service type

This is a domiciliary care agency. It provides personal care to people living in their own homes.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of performance review and assessment

This performance review and assessment was announced. We gave short notice on 10 May 2023 to the registered manager. This was so they would be available to support the performance review and assessment process.

Performance review and assessment activity started on 10 May 2023 and ended on 17 May 2023.

What we did before the performance review and assessment

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We reviewed the information we had received about the service since registration. We contacted the Local Authority and asked for feedback from them. We used all of this information to plan our inspection.

During the performance review and assessment

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls, telephone calls and emails to enable us to engage with people and their relatives who used the service and also with staff. We used electronic file sharing to enable us to review documentation.

We spoke with 1 person and 6 relatives to gain their feedback on the service. Additionally, we gained feedback from 5 care staff and spoke with the registered manager and provider.

We reviewed a range of records. This included 3 people’s care plans and multiple records related to risk management and medicine administration. We looked at a variety of documents relating to the management of the service, including quality monitoring checks. We reviewed 3 staff recruitment files.

Updated 31 May 2023

Home Instead Coventry South is a domiciliary care agency which is registered to provide personal care and support to people in their own homes. The service is registered to provide support to younger adults and older adults, people living with dementia, mental health needs and physical disabilities and sensory impairments.

At the time of our inspection the service was supporting 8 older adults who were receiving personal care. People purchased individual packages of care to suit their own care and support needs. 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

There were processes in place to keep people safe from harm and injury. People were supported by consistent staff who knew them well and how to keep them safe.

A care call monitoring system was in place and actions had been taken by the provider and registered manager to robustly address missed care call alerts.

People and relatives told us staff arrived on time and did not rush care calls. People were supported with the agreed care and support, which was personalised following an initial assessment of needs. For some people this included being safely supported by staff to take their medicines as prescribed. Where nutrition and hydration was part of people’s agreed support, staff knew individual’s likes and dislikes and supported them with eating and drinking.

Staff had been recruited in a safe way with pre-employment checks being carried out. Staff were trained and received ongoing support from the management team. This included spot checks on their work to ensure they met the provider’s expectations. People and relatives described staff as caring and being kind to them.

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.

People and their relatives had no complaints about the service and described staff as professional in what they did. Feedback was sought from people and their relatives.

The provider and registered manager had systems and processes in place to check the quality and safety of the services provided. Quality checks were used to identify where any improvements were needed, and actions were taken where required.

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 2 August 2021, and this is the first inspection.

Why we inspected

This performance review and assessment was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.