Amicare House

Updated 1 March 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

This was a targeted inspection to check that sufficient robust procedures and processes were in place and were being followed to protect people from the risk of infections.

Inspection team

This inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes 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 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 26 January 2022 and ended on 1 February 2022.

What we did before the inspection

We used on-going monitoring such as information received about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video and telephone calls to enable us to engage with people using the service and staff and encrypted files to review key documents. We reviewed a range of policies, procedures and information around infection prevention and control on 27 February 2022. We spoke with six people who used the service and six care staff by telephone. We also spoke with the registered manager by video and telephone.

Updated 1 March 2022

About the service

Amicare House is registered as a domiciliary care agency providing the regulated activity ‘personal care’ to people who live in their own homes in Leicestershire. At the time of the inspection visit there were 190 people using the service.

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

Systems and processes were in place to ensure people are protected from abuse. Staff were knowledgeable about how to protect people from abuse and training was delivered to staff regularly. Risks were managed appropriately. Staffing levels met the needs of the people using the service. Staff were recruited safely. Accidents and incidents were recorded, and subsequent analysis took place to ensure that lessons were learnt. Systems and processes were in place to ensure people received their medicines safely and in the way that they wanted.

People's needs were assessed. Peoples desired outcomes and wishes were recorded and included in care plans. Staff received training and demonstrated they were knowledgeable and skilled. Staff worked well with each other and communication between staff was good. Team meetings took place regularly and staff were engaged and motivated. People were supported to access a wide range of healthcare support. Staff understood the principals of the MCA. Records showed people consented to the care they received. 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 told us staff were kind and caring. Staff were knowledgeable about how to maintain people’s privacy dignity and independence. People were given the opportunity to express their views regularly and were involved in their care.

People were receiving care which was responsive to their needs. Care planning captured peoples wishes, and care was delivered by staff who understood the needs of the people they were supporting. Care records were person centred and contained good detail about people, their likes, dislikes and what was important to them. Care plan reviews were comprehensive and evidenced involvement from people and relatives. People knew how to complain and raise concerns and were listened to. Records showed complaints were managed robustly. People were surveyed to measure their satisfaction. Outcomes from surveys were shared with people to ensure that they were aware of actions taken to respond to suggestions and comments.

The provider had a vision. High standards of care were expected. The registered manager was committed to ensuring people received good care. Staff were positive about the support they received from the registered manager and told us morale in the team was good. Staff told us they were listened to and supported. Governance systems were in place to ensure there was clear oversight and scrutiny of care being delivered to people. The registered manager had developed good working relationships with partner agencies.

Rating at last inspection

At the last inspection the service was rated Good (published on 27 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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