Background to this inspection
Updated
22 April 2020
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 two inspectors 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
The service is a domiciliary care agency. It provides personal care to people living in their own homes in the community.
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 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 7 January and ended on 24 January 2020. We visited the office location on 10 and 24 January 2020. We spoke with people who used the service and relatives to gain their views on 7 and 8 January 2020.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two people who used the service and six relatives about their experience of the care provided. We spoke with the registered manager who is also the registered provider, the deputy manager and two members of care staff.
During the inspection we looked at two people's support records in detail. We reviewed a range of documents relating to how the service was managed including; two staff personnel files, staff training records, policies, procedures and quality assurance audits.
After the inspection
We continued to seek clarification from the provider to validate evidence found in relation to improvement plans.
Updated
22 April 2020
About the service
Vista Home Care Services Ltd is a domiciliary care agency providing personal care to people living in their own homes. At the time of our inspection the service was providing personal care to nine people.
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 and relatives were complimentary about the staff and the service. However, we continue to have some concerns about the systems and processes used to manage the service, which although have improved since the last inspection, remain not sufficiently robust. Our telephone calls made to the office were not always answered and telephone messages were not returned in a timely manner. We found a recording discrepancy between a person’s medicine administration record and daily notes which had not been audited.
Staff did not always receive medicine competency checks to check practices were safe prior to administering medicines. Governance and performance management systems were not always effective.
Recruitment processes were of good quality. New staff received an induction. The service received the input of other healthcare professionals where needed.
Staff were caring. People and their relatives told us they very happy with the service, although there were some concerns regarding late and missed calls. People were treated with dignity and respect. Support plans were accurate.
The provider had a complaints procedure in place. People and their relatives were aware of how to make a complaint. People and relatives were consulted and asked for feedback about the quality of the service. People's views were sought and action taken to improve the service from these.
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. The provider was working within the principles of the MCA. Some staff understanding of the MCA was limited.
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 requires improvement (published 9 July 2019). The service remains rated requires improvement. This service has been rated requires improvement for the last three consecutive inspections.
This service has been in Special Measures since 8 July 2019. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
Why we inspected
This was a planned inspection based on the previous rating.
Enforcement
We have identified a continuing breach in relation to good governance at this inspection. Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.