Updated 2 May 2019The 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
The inspection was carried out by one inspector and two Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for an older person that 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.
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:
The inspection was announced.
We gave the service 48 hours notice of the inspection visit to ensure that staff we needed to speak with would be around. We also needed the managers to gain consent from people and provide us with up to date contact lists, so that we could speak with service users, relatives, health professionals and support workers. The Experts by Experience contacted service users by telephone to gain their feedback on 8 April and the inspector emailed staff for their views on the service.
Inspection site visit activity started on 8 April 2019 and ended on 9 April 2019. We visited the office location on 8 and 9 April date to see the manager and office staff; and to review care records and policies and procedures.
What we did:
Before our inspection we reviewed all the information we held about the service and completed our planning tool. This included notifications that the provider had sent us. A notification is information about significant events which the provider needs to send to us by law. We also contacted the local authority and Healthwatch to seek their views about the service. Healthwatch is the independent national champion for people who use health and social care services.
During the inspection, we spoke with 19 people who received a service and six relatives. We spoke with the registered manager, the office manager, the quality assurance manager and contacted 15 staff members via email. We spoke with the registered manager, the office manager, the quality assurance manager and contacted 15 staff members via email. We looked at three people's care records. We also looked at a range of records relating to the running of the service, including training records, medicine administration monitoring, rotas, quality monitoring records, complaints, records of incidents and accidents, staff recruitment and policies and procedures.