Home Instead Chester

Updated 16 October 2019

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 Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because we wanted to be sure there would be people at home to speak with us. Inspection activity started on 10 September 2019 and ended on 12 September 2019. We visited the office location on 10 September 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four people who used the service and four relatives about their experience of the care provided. Through the inspection we also viewed a selection of written feedback from relatives and professionals involved in people’s care. We spoke with 12 members of staff including the provider, registered manager, training manager and care workers.

We reviewed a range of records. This included five people’s care records and a number of medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 16 October 2019

About the service

Deva Senior Care Services Limited t/a Home Instead Senior Care is a domiciliary care agency providing personal care to 60 people at the time of the inspection. 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.

People’s experience of using this service and what we found

People received a caring service and felt supported and valued as individuals. People spoke very positively about staff and described them as ‘very helpful’, ‘caring’ and ‘attentive’. People told us they were treated with respect and staff upheld their dignity during care visits.

People were supported by small, consistent staff teams who knew people extremely well and trusting relationships had been formed. We saw numerous examples where the staff had ensured people’s emotional, leisure and cultural needs were met through the use of technology and social activities. These helped to reduce the risk of loneliness and isolation.

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 had been involved in developing their care plans and signed documentation to evidence this. Care plans were person centred and people could change their care plans when they chose.

Systems were in place to manage risks to people’s health and wellbeing and medicines were managed safely.

The provider was also involved in initiatives to improve people’s wellbeing. This included providing advice and support to enable people to stay safe from the risk of scams. This initiative was not restricted to people receiving care and was accessed by the wider community.

The service was well led and staff felt well supported by an open and honest culture with a clear focus on continuous improvement. The provider also worked with other professionals and organisations to share training and ensure positive outcomes for people.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 12 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.