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Archived: Direct Health (Warrington) Good

The provider of this service changed - see new profile


Inspection carried out on 6 July 2016

During a routine inspection

The inspection was announced and took place on 6, 7, 8 July 2016.

The service was last inspected on 27 November 2013 where it was found to be compliant in all the areas that we looked at.

Direct Health (Warrington) has a registered manager in post. 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.

Direct Health (Warrington) is an agency providing personal care and support to people in their own homes. It predominantly provides the service in the Warrington and Salford areas. At the time of our inspection, they were providing services to 60 people in Warrington and 87 in Salford who all experienced various care needs from social support to maintaining their independence with full personal care needs. Visits ranged from fifteen minutes for up to six hours to give respite to family carers.

During this inspection we found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. There were ineffective systems in place for the safe management of medicines. You can see the action we told the provider to take at the back of the full version of this report.

The people who used the service and their relatives told us that they were treated with respect and kindness by the staff. Comments included, “The lady who comes here is the most wonderful caring person I could hope for” and “Nothing is too much trouble for the staff, they are all wonderful”.

People told us they felt safe with the staff and that they assisted them to maintain their independence wherever possible. We saw that there were systems in place to manage risks to people. For example we saw that staff had made referrals to the local health and social care agencies for equipment to keep people safe. This demonstrated that they continually assessed people’s changing needs to ensure they were safe.

Records showed that staff were trained to undertake risk assessment which meant they could identify issues in both the home environment or risks to people’s safety.

Arrangements were in place to protect people from the risk of abuse. We spoke to staff about their understanding of safeguarding and they knew what to do if they suspected that someone was at risk of abuse or they saw signs of abuse. Relatives of the people who used the service told us that they felt that their relatives were safe and supported by the staff of Direct Health (Warrington).

The service actively involved people in their assessment which enabled them to make choices about the support they needed. People told us that they were able to make changes to times of visits if they had doctor or hospital appointment or if they had a social engagement.

We looked at recruitment files for the most recently appointed staff members to check that effective recruitment procedures had been completed. We found that appropriate checks had been made to ensure that staff were suitable to work with vulnerable adults.

People’s care and support was planned in partnership with them and their relatives and they told us they generally received support from a regular team of care staff who understood their needs. The care files that we looked at contained the relevant information that staff needed to care for the person in a manner of their choice.

People were supported to take their medicines however the medicines records were inconsistent. People had support plans in place but they did not identify clear details of medicines required and the medicine administration records (MAR) contained conflicting information. The registered manager was aware of this and was in the process of updating the systems to ensure they fully detailed the medicines prescribed and the dates and times they were to be administer

Inspection carried out on 27 November 2013

During a routine inspection

People spoken with said that the senior staff had discussed care plans with them and a copy of the plans were present in their homes. One person said " They have given me a new plan as it needed updating."

Comments such as "staff are excellent", " they do the job, come on time and are very good� and " they treat me with dignity" were made.

When we spoke with people who use the service they said "The staff are very helpful and go out of their way to help"

A relative spoken with said "I dont know what I would do without them my husband says they are magic"

Comments such as "staff are very efficient, quick and competent," "my carers are the best I have ever had, " and "they maintain a good level of service." were seen to be written on survey forms which had been sent out to people and their families.

Inspection carried out on 21 September 2012

During a routine inspection

As part of our inspection we spoke with people who used the service and their relatives via telephone and in person. People spoken with said that they were happy with the care received and that staff were respectful towards them and discussed their care and support. Comments such as �They ring me on the intercom every morning to check that I am Ok�,�I am treated with respect�, �They keep me informed when they are giving me care. I need two staff to help me and I am not rushed.� were made by people receiving care.

People we spoke with were happy with the service they received from Direct Healthcare. Comments made by people were �the staff are magic� �Staff are really good�, �I would not know what to do without the girls that look after me.�

People said that they felt safe and supported with the staff team. They said the �Staff know what they are doing. They stay with me when I take my tablets�, �They know how to work all of my equipment�,� I feel safe here. All the carers are good�,�I would see the manager if I thought the care staff were not treating me right� and �I have a good relationship with the managers.�

People spoken with felt supported by the staff who looked after them. We were told that �Staff are very nice�, �Staff are wonderful, I couldn�t cope without them.� �Every staff member is good, they are always clean and well presented. The staff have very good manners.�

People told us that they had completed surveys and that senior staff visited them to ask their opinion on the care and support they or their relatives received.