Archived: Emerald Care Services (UK) Limited

This inspection took place on 13 September 2018. We gave the provider two days’ notice of the inspection as we needed to make sure the manager would be available. At our last inspection on 26 and 29 January 2016 the service was rated Good. At this inspection we found the service remained Good. The service demonstrated they continued to meet the regulations and fundamental standards.

The service had 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.

The service had safeguarding and whistle blowing procedures in place and staff had a clear understanding of these procedures. Appropriate recruitment checks took place before staff started work. There was enough staff available to meet people’s needs. Risks to people were assessed to ensure their needs were safely met. Peoples medicines were managed appropriately and people were receiving their medicines as prescribed by health care professionals. Staff were aware of the steps they needed to take to reduce the risk of the spread of infections. There were system’s in place for monitoring, investigating and learning from incidents and accidents.

People’s care and support needs were assessed before they started using the service. Staff had received training relevant to people’s needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. People were supported to maintain a balanced diet. People had access to a GP and other health care professionals when they needed them.

Staff treated people in a caring, respectful and dignified manner. People and their relatives, where appropriate, had been consulted about their care and support needs. People were provided with information about the service. People knew about the provider’s complaints procedure and said they would tell staff or the registered manager if they were unhappy or wanted to make a complaint. Staff had received training on equality and diversity. Staff said they would support people according to their needs. People received appropriate end of life care and support when required.

The provider had effective systems in place to regularly assess and monitor the quality of service that people received. They carried out spot checks to make sure people were being supported in line with their care plans. Notifications were submitted to the CQC as required. The provider took people, their relatives and staff views into account through satisfaction surveys. The registered manager had analysed the surveys feedback and developed action plans for improving the service.

The registered manager and staff worked closely with health care professionals to make sure people received good quality care. The registered manager also attended meetings with a local authority commissioning team and regularly attended a registered managers forum. They used some of what they had learned at these meetings to make improvements at the service. Staff said they enjoyed working at the service and they received good support from the registered manager. There was an out of hours on call system in operation that ensured management support and advice was always available for staff when they needed it.

This was the first inspection of a regulated activity carried on by the provider since it registered with the Care Quality Commission in 2014.

The service has a registered manager in post at the time of the inspection. 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 told us they felt safe. Staff were trained to recognise and report any signs of abuse. People were protected from the risks of avoidable harm and their risk assessments were regularly reviewed. The provider followed recruitment procedures to ensure staff were safe to work with people. There were enough staff to meet people’s needs. People’s medicines were managed safely.

People were asked for their consent to the support and care they received. The provider met the requirements of the Mental Capacity Act 2005 and Deprivation of Liberties Safeguards. Staff knowledge and skills were subject to on-going evaluation and improvement through supervision and training. People’s nutritional needs were met and the service supported people to access healthcare services when they needed to.

People and their relatives told us the staff were caring. People were supported to make choices and advocates were sometimes used to support decision making. Staff respected people’s dignity and privacy and recognised the value in developing positive relationships with people.

People received person centred care. Care plans reflected people’s needs and preferences and were reviewed and updated to reflect changes in needs. The provider sought people’s views and responded to complaints in line with its procedures.

The management team was described by people and staff as approachable. Audits were undertaken by the manager to check the quality of service delivery and the service worked with local resources including day services and health and social care professionals to meet people’s needs.