Background to this inspection
Updated
11 November 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 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 21 October 2022 and ended on 31 October 2022. We visited the location’s office/service on 21 October 2022.
What we did before the inspection
We sought feedback from professionals who work with the service. 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 used all this information to plan our inspection.
During the inspection
We spoke with two people who use the service and four relatives about their experience of the care provided. We received feedback from six members of staff including the registered manager, carers, care coordinator and recruitment manager. We spoke with one healthcare professional.
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, induction and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
11 November 2022
About the service
Tuckham Care is a domiciliary care agency providing personal care and support to people living in their own homes.
Not everyone who used the service received personal care. 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. At the time of the inspection five people were receiving personal care from the service.
People’s experience of using this service and what we found
People told us staff helped them to feel safe. Relatives confirmed this and spoke highly of the service. People told us staff arrived on time and stayed for the duration of scheduled visits.
Staff had a good understanding of the signs and symptoms that could indicate people were experiencing abuse or harm and knew how to raise concerns internally and externally.
People had personalised and up to date risk assessments which included control measures required to help them minimise the risks in their lives without being restrictive. These were put in place before care commenced.
There were enough staff to support the number of people they visited. The registered manager was keen to ensure new packages of care were only taken on if there were sufficient staff to support this.
People received their medicines on time and as prescribed. People and records confirmed this.
The provider was using personal protective equipment effectively and safely. Staff competency checks included this.
Accidents and incidents were recorded and analysed. Lessons learnt were shared via encrypted staff handsets, supervision and team meetings.
People had an initial assessment prior to them receiving a service. This captured their needs, abilities and their preferences.
People expressed confidence in staff ability to meet their needs. Staff told us they felt well trained. Spot checks covered areas including timeliness, moving and handling, medication competency, communication and care notes.
Staff understanding about the Mental Capacity Act 2005 (MCA) informed the way they supported people. This included the importance of seeking consent before offering help. 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 told us staff were kind, caring and sensitive to their needs. Daily notes confirmed people’s right to decline or influence the amount of support they wished to accept.
Staff understood the importance of helping to maintain people's privacy and dignity. They provided examples of when they did this. Staff supported people to be as independent as possible.
People had personalised and up to date care plans. These contained the information staff required to meet people's needs. This included how they like to spend their time and who with.
People were supported to make decisions by staff who understand the importance of offering choice in all aspects of the care and support provided. People’s communication needs were assessed, recorded and supported.
The service had an up to date complaints policy. People and relatives told us they knew how to complain and were confident they would be listened to.
Although the service was not supporting any people with end of life care needs at the time of the inspection, they had done this previously and had received positive feedback.
Staff spoke positively about the culture of the service and said they enjoyed working for Tuckam Care. Staff said they felt valued and recognised.
People, relatives and staff spoke positively about the registered manager.
The service worked in partnership with others to provide good care, treatment and advice to people. This included working with a community hospital to support people’s timely and safe discharge home.