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Inspection Summary


Overall summary & rating

Good

Updated 30 November 2016

The inspection took place on 12 and 20 October 2016. This was an announced visit because we needed to make sure the registered manager was available and that people’s care records were available in the office for us to look at.

Prior to this inspection this service was inspected on 6 August 2014 where all standards inspected were met.

The Home Care Connection is a domiciliary care agency that specialises in providing live- in care staff. There is a registered manager in post. A registered manager 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 agency was well organised and managed. The registered manager and office staff were well informed about people who used the service and had a close working relationship with the care staff. There were robust systems of monitoring to ensure the service given was of a high standard. People and their relatives were encouraged to contact the office and asked to provide feedback about the service they received.

All users of the service including people, relatives and professionals spoken with spoke very highly of the agency and the service they provided. People and relatives told us the continuity of care provided by the agency was a strength of the service. The agency had systems in place to ensure there were appropriately skilled care staff to live in people’s home and provide a good level of care and support. The service had a robust recruitment process to ensure the care staff were safe to work with people. Care staff received a thorough induction and ongoing training and supervision to support them to undertake their role. Care staff were employed at different levels to reflect their knowledge, experience and skills. The care agency aimed to match people with suitable carers and completed introductions prior to commencing and agreeing a package of care. Care staff demonstrated they understood their responsibilities to report abuse under safeguarding adult’s legislation and obtained people’s consent before providing care and support acting in line with the Mental Capacity Act 2005.

The agency had an ethos of keeping people as independent as possible in their own homes. Care plans focussed on what the person could do for themselves and identified where they required assistance from the care staff. Care staff were knowledgeable about the people they cared for and ensured they received appropriate support from health care professionals. Care staff had received training to support them to administer medicines in a safe manner and were knowledgeable about the medicines and their use. All people and relatives spoken with found the care staff very caring and respectful and spoke highly of their competency in managing the care provided.

People were supported with their diverse needs and care plans were person centred with care given tailored to meet the needs of each person. Care plans and risk assessments were reviewed and updated on a regular basis and if people’s circumstances changed. People or their relatives were involved in care planning and signed care plans to show they agreed with the care and treatment provided.

Inspection areas

Safe

Good

Updated 30 November 2016

The service was safe. People and their relatives felt safe with their care staff. People were well supported with their medicines. Care staff were provided with appropriate information on medicines administration. Medicines administration records were checked to ensure they were completed accurately.

The service had individualised risk assessments that were regularly reviewed and provided sufficient information to care staff for safe management of the identified risks.

Care staff had received training and were able to identify abuse and knew the correct procedures to follow if they suspected any abuse or neglect.

The service carried out recruitment checks to ensure people using services were supplied with safe and suitable staff.

Effective

Good

Updated 30 November 2016

The service was effective. Care staff received a thorough induction and ongoing training to equip them in their role. Regular supervision was provided that checked staff performance and gave an opportunity for care staff to raise concerns.

Care staff had received training about the Mental Capacity Act 2005 and asked people’s consent giving choice before providing care and support.

Care staff supported people to access the appropriate health care services to ensure their ongoing health needs were met.

People were supported to eat healthily and remain hydrated. Care staff recorded food consumed and fluids taken. When people required support to eat this was undertaken in an appropriate manner by the care staff.

Caring

Good

Updated 30 November 2016

The service was caring. All people and relatives spoken with said care staff were caring and respectful.

The agency had an ethos of supporting people to remain independent in their own homes and care was provided to support people to be as independent as possible.

People were supported to meet their diverse needs and care staff were knowledgeable about people’s religious and cultural observances and knew what specific support they required.

People or their relatives were involved in their initial care planning and review of care plans.

Responsive

Good

Updated 30 November 2016

The service was responsive. People had person centred care plans that detailed how care and support was to be provided. Care plans were updated on a regular basis to reflect the changing needs of the person.

People received service user guides to tell them how to complain. People and relatives told us they felt able to complain and concerns were addressed by the registered manager.

Well-led

Good

Updated 30 November 2016

The service was well-led. There was an experienced registered manager who was approachable and well known by people, relatives and care staff.

The office staff were well organised and there were robust systems in place to ensure regular monitoring and auditing took place. There was effective documentation that provided guidance and prompts for care staff.

The service worked in partnership with other agencies and commissioning bodies.