Updated 12 February 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting 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 phone calls to engage with people using the service and staff.
Inspection team
The inspection was carried out by one inspector with the assistance of an interpreter.
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
We gave the service 48 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 14 December 2021 and ended on 20 December 2021.
What we did before the inspection
We reviewed information we had received about the service, since the last inspection. We sought feedback from the local authority who work with the service. The provider was 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. This information helps to support our inspections. We used all this information to plan our inspection.
During the inspection-
We spoke on the telephone to two people using the service and seven relatives, about their experience of the care provided. We spoke on the telephone with six staff members and spoke to the registered manager using video call facilities and by telephone.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at three staff files in relation to recruitment records. A variety of records relating to the management of the service, including policies and procedures were reviewed.