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Archived: Solihull Care Domiciliary Service Good

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

Inspection Summary


Overall summary & rating

Good

Updated 30 March 2016

Solihull Care Domiciliary Service provides personal care and support to people in their own homes. At the time of our visit the agency supported 100 people with personal care and employed 57 care workers.

We visited the offices of Solihull Care on 2 February 2016. We told the provider before the visit we were coming so they could arrange for staff to be available to talk with us about the service.

The service had a registered manager. 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.

People and their relatives told us they felt safe using the service and care workers understood how to protect people from abuse and keep them safe. However, some people were not satisfied with the amount of different care workers that visited them. They told us they would prefer to receive consistent care and support from a fewer number of care workers.

There were processes to minimise risks associated with people’s care. These included risk assessments and safe systems to manage people’s medicines. Staff we spoke with had a good understanding of these processes.

The provider checked the suitability of care workers to work with people who used the service during their recruitment. There were enough suitably trained care workers to deliver care and support to people. Care workers received an induction when they started working for the service and completed regular training to support them in meeting people's needs effectively.

People told us care workers were kind and caring and had the right skills and experience to provide the care and support they required. People received care from staff who were respectful and ensured people’s privacy and dignity was maintained.

The managers understood the principles of the Mental Capacity Act (MCA), and care workers gained people's consent before they provided personal care.

Staff were knowledgeable about people’s needs. Most care plans and risk assessments contained relevant information for staff, to help them provide the care people needed in a way they preferred.

People knew how to raise a complaint about the service if they needed to and information about making a complaint was available for people. Staff felt supported to do their work and people felt able to contact the office and management team at any time.

There were systems to monitor and review the quality of service people received and understand the experiences of people who used the service. This was through regular communication with people and staff, returned surveys and spot checks on care workers’ practices.

Inspection areas

Safe

Requires improvement

Updated 30 March 2016

The service was not always safe.

People did not always receive care and support from consistent care workers who knew them well. Care workers understood their responsibility to keep people safe and to report any suspected abuse. There were procedures in place to protect people from risk of harm and care workers understood the risks relating to people's care. People received their medicines as prescribed and there was a robust staff recruitment process.

Effective

Good

Updated 30 March 2016

The service was effective.

Care workers were suitably trained and supervised to ensure they had the right skills

and knowledge to support people effectively.

The managers and care workers understood the principles of the Mental Capacity Act 2005 and care workers respected people’s decisions and gained people’s consent before care was provided. People who required support with eating and drinking were provided with foods that they enjoyed.

Caring

Good

Updated 30 March 2016

The service was caring.

People were supported by care workers who they considered kind and caring. Care workers respected people’s privacy and promoted their independence. People and their relatives were involved in making decisions and planning their care.

Responsive

Good

Updated 30 March 2016

The service was responsive.

People received support from care workers that understood their individual needs. People’s care needs were assessed and care workers were kept up to date about changes in people’s care. People knew how to make a complaint.

Well-led

Good

Updated 30 March 2016

The service was well-led.

The provider and managers provided good leadership and regularly reviewed the quality of service people received. People were happy with the service and said they were able to contact the office and speak to the management team if they needed to. Care workers felt the management team were approachable and they were confident to raise any concerns so that actions could be taken for the benefit of people who used the service.