You are here

Archived: Stocksfield and Haltwhistle Inadequate

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Inadequate

Updated 22 August 2017

We carried out an announced inspection of this service on 20, 21, 26 and 30 June and 6 July 2017. At the last inspection in November 2016 the provider was not meeting Regulations 12, 17 and 20A of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and these related to safe care and treatment, including medicines, good governance and the requirement to display a performance rating. They were also not meeting Regulation 15 of the Care Quality Commission (Registration) Regulations 2009 relating to notifications. Notifications are changes, events or incidents that the provider is legally obliged to send us within required timescales.

Since our last inspection in November 2016 the provider had sent us weekly action plans of how they were going to address the concerns and meet the regulations. This inspection was to ensure concerns had been addressed and that the provider was now meeting the regulations.

At the last inspection in November 2016 the overall rating for the service was required improvement with an inadequate rating in well led.

The overall rating for this service is now inadequate and the service has been placed in special measures.

Services in special measures will be kept under review and, if we have not taken immediate action to propose to cancel the provider's registration of the service, will be inspected again within six months.

The expectation is that providers found to have been providing inadequate care should have made significant improvements within this timeframe. If not enough improvement is made within this timeframe so that there is still a rating of inadequate for any key question or overall, we will take action in line with our enforcement procedures to begin the process of preventing the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration within six months if they do not improve.

This service will continue to be kept under review and, if needed, could be escalated to urgent enforcement action. Where necessary, another inspection will be conducted within a further six months, and if there is not enough improvement so there is still a rating of inadequate for any key question or overall, we will take action to prevent the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration. For adult social care services the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it and it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.

The provider was given short notice because the location provides a domiciliary care service into people’s homes. We needed to make sure that some notice could be given to people who used the service and also to ensure that key staff would be present at the provider’s offices.

Stocksfield and Haltwhistle provide personal care and support to people within their own homes in the communities of Hexham, Haltwhistle and the surrounding areas. The service is managed from an office on the outskirts of Stocksfield.

168 staff currently provide support to 268 people. The service is available for a wide range of people, including those who are older, those with mental health needs and those with more complex 24 hour healthcare requirements. The organisation on average completed 4452 calls per week, which provided people with 3272 hours of care, although this can vary due to the nature of the service. Many of these calls, for example, were to deliver personal care or administer people’s medicines but other calls may have been to complete housework or do shopping for an individual. The service also offered an enablement service, which provided people with support to remain as independent as possible, avoiding social isolation. This included help to visit shops

Inspection areas

Safe

Inadequate

Updated 22 August 2017

The service was not safe.

People�s medicines were not managed in a safe and appropriate way. Risk assessments were not always in place and up to date.

Risk assessments were not always recorded fully.

We have recommended the provider reviews their governance procedures to ensure that people are receiving their allocated time during calls.

Pre-employment checks had been completed on staff prior to them starting work. Care staff were aware of the procedures to follow to report abuse.

Effective

Requires improvement

Updated 22 August 2017

The service was not always effective.

Care staff had not always received supervision and annual appraisals as they should have.

People were supported by care staff who undertook the training to help support them effectively. However there were discrepancies with reported training and what staff had actually completed.

The provider had not always protected people�s rights in line with the Mental Capacity Act 2005.

People were supported to access health and social care professionals when needed.

Caring

Requires improvement

Updated 22 August 2017

The service was not always caring.

People and their relatives felt care staff were very kind and caring in their approach. However, the provider had not taken action swiftly to promote a caring approach.

People were involved in how their care was provided.

Responsive

Requires improvement

Updated 22 August 2017

The service was not always responsive.

People had an assessment of their needs carried out before they received care. However care records did not contain all the information necessary to guide care staff about how to meet people�s needs in a consistent and safe way.

People were aware of who to contact if they wished to make a complaint but complaints were not always recorded with the action taken.

Well-led

Inadequate

Updated 22 August 2017

The service was not well led.

There were no robust systems in place to regularly monitor the service to ensure good quality care was being provided. The audits which had been carried out were not effective in identifying the concerns we found.

Surveys had not been carried out to gather the views of people, their relatives or staff.

People recognised a positive change in the management team more recently. There was also a new manager in place.