Background to this inspection
Updated
30 June 2023
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
This inspection was carried out by 1 inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This includes older people, people with dementia, people who misuse drugs and alcohol, and have mental health issues.
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced. The service was given 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 31 May 2023 and ended on 26 June 2023. We visited the provider’s office on 2 June 2023.
What we did before the inspection
We reviewed all the information we had received about the service since the last inspection. We used all this information to plan our inspection. The provider completed a Provider Information Return (PIR) prior to this inspection. A PIR is information providers 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 in person with the registered manager. We contacted and spoke with 10 people using the service or their relatives, 10 staff, and 3 healthcare professionals to get their experience and views about the care provided. We reviewed a range of records. This included 9 people’s care and medicine records. We looked at 5 staff files in relation to recruitment, training, and staff supervision. We checked a variety of records relating to the management of the service, including audits, policies, and procedures. We continued to seek clarification from the provider to validate evidence found. We requested additional evidence to be sent to us after our inspection. This included spot checks, observations, training matrix and audits. We received the information which was used as part of our visit.
Updated
30 June 2023
About the service
Absolute Care Services (Richmond & Wandsworth) is a domiciliary care agency providing care and support to people living in their own homes and flats.
The Care Quality Commission (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. At the time of the inspection 86 people using the service were receiving personal care.
People’s experience of using this service and what we found
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 were provided with a safe service and staff a safe environment to work in. There were enough, appropriately recruited staff to meet people’s needs. This meant people were supported to enjoy their lives and live safely. The provider assessed and recorded risks to people and staff, and monitored and updated these assessments as required. Accidents, incidents and safeguarding concerns were reported, investigated and recorded appropriately. Medicines were safely administered, or people prompted to take their medicines, appropriately.
People and their relatives said that care was provided effectively, they were not subject to discrimination and their equality and diversity needs were met. Staff were well-trained and supervised. People and their relatives said staff provided good care well, that met people’s needs. People were encouraged by staff, to discuss their health needs. Information about any changes to health needs was passed on to appropriate community-based health care professionals. Staff protected people from nutrition and hydration risks, and they were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences.
People and their relatives said care and support was provided by staff, in a friendly way. They paid attention to small details making all the difference. Staff respected and acknowledged people’s privacy, dignity and confidentiality. People were encouraged and supported to be independent and do things for themselves. This improved their quality of life by promoting their self-worth. Staff were caring, compassionate and passionate about the people they provided a service for.
The provider was responsive to people’s needs, which were assessed, reviewed and care plans were in place including for people’s communication needs. Person-centred care was provided. People were given choices, encouraged to follow their routines, interests, and maintain contact with friends and relatives so that social isolation was minimal. People were given suitable information about the service to make their own decisions regarding if they wanted to use it. Complaints were recorded and investigated.
The provider had a culture that was open, positive, and honest with a transparent leadership and management. The statement of purpose clearly defined the provider’s vision and values and staff understood and followed them and were aware of their responsibilities and accountability. They were happy to take responsibility and raise any concerns they may have with the provider. Service quality was regularly reviewed, and changes made to improve the care and support people received accordingly. This was in a way that suited people best. The provider established effective working partnerships that promoted the needs of people being met outside its remit to further reduce social isolation. Registration requirements were met.
Why we inspected
This service was registered with us on 25 April 2022 and this is the first inspection.
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.
You can read the report, by selecting the ‘all reports’ link for Absolute Care Services (Richmond & Wandsworth) on our website at www.cqc.org.uk.