All inspections: Redspot Homecare - Care Quality Commission

We undertook an unannounced inspection of Redspot Homecare Domiciliary Agency (DCA) on 16 and 17 April 2015. We told the provider two days before the visit that we would be coming. The DCA provides personal care services to people in their own homes. At the time of our inspection 179 people were receiving a personal care service., 12 people were funding their own care through direct payments. The other 167 people had their care purchased by a local authority.

At our last inspection on 6 November 2013 the service was meeting all regulations that were inspected. The service has a registered manager. 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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associate4d Regulations about how the service is run.

People told us they didn't always feel safe receiving care from Redspot as there were often staff they didn't know carrying out visits. Staff did not always arrive to their allocated times which meant that people were left waiting to be prompted to receive their medicine and have other care needs met.

Staff had a good understanding of the people they supported and were aware of their individual needs. Staff worked in a person centred manner when delivering care. Comprehensive care plans were in place which reflected peoples changing needs and where possible peoples decisions in relation to the care they received were implemented.

Where detailed in the care plan, staff supported people to access food and drink. Staff supported people to access the local community to carry out their personal shopping.

The service had policies and procedures in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. staff had an understanding od the systems in place to protect people who could not make decisions and would follow the legal requirements outlined in the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards (DoLS).

Staff received on-going support by regular supervisions and appraisals where all development needs were assessed and reviewed. Staff also received on-going training in order to carry out their role effectively and ensure peoples needs were met.

people told us that staff supported them with taking their medicine but they administered this themselves. Staff comments and evidence we reviewed confirmed this.

The registered manager tried to match staff delivering care to the needs of people, for example where English was not someone's first language, staff who shared the same native language would be sought.

Care plans demonstrated that where possible people and their relatives were involved in planning of the care they received. People and their relatives told us that they were treated with respect and dignity.

the registered manager carried out audits of the service provision to ensure peoples views were gathered and where possible suggestions were implemented.

The registered manager actively sought partnership working with other health care professionals and accreditation organisations.

Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. They said they were asked if they agreed to the care and support given.

People were satisfied with the care and support they received. Comments included "they're very good with my (relative)", "my carers are angels, they support me quite a bit" and "my carers are absolutely fine." The provider should note that people and/ or those acting on their behalf should be supported to be involved in the development of their/ their relative's care and support by ensuring their files are complete and up to date and that people understand what their files contain.

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. They said they felt safe using the service and if they had any concerns they would speak to their carer or the manager.

There were effective recruitment and selection processes in place. Appropriate checks were undertaken before staff began work.

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others. One person said "I do see a supervisor every now and then."

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency. This inspection was part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they could make choices about their care.

The inspection team was led by a CQC inspector joined by an 'Expert by Experience' (a person who has experience of using services and who can provide that perspective).

As part of the review we visited four people in their own home with a senior care worker from the agency and spoke with them and their relatives about their experiences of the support they received. We spoke with senior staff and four care workers at the time of our visit to the office. The Expert by Experience conducted telephone interviews with ten people to seek their views about the service. Overall we spoke with 16 people, over the telephone, including the main carers (a relative or friend) of people who received a service from this agency.

Everyone we spoke to made positive comments about the care and support they received. The people we spoke with said that all their care workers spoke to them in a calm and respectful way and they felt their dignity was protected.

People we spoke to told us that their care and treatment was planned and delivered in line with their individual care plan. Although they confirmed that they received the care that they needed, many people could not recall the details contained in their care plans. Comments included, 'They work flexibly to meet a person's needs and listen to what a client is asking.'

People we spoke with told us that they felt safe when the care workers visited them and if they had concerns they would speak with a family member, friend or somebody from the office. One person told us, 'Definitely do feel safe with them. Another person said, 'I feel very safe with them, in fact they are key holders.'

People we spoke to said that they were asked for their views about their care and treatment and their feedback was listened to and acted upon.

Archived: Redspot Homecare

All Inspections

16 and 17 April 2015

During a routine inspection

6 November 2013

During a routine inspection

27 June 2012

During a themed inspection looking at Domiciliary Care Services