Indiana Health Care Services

Updated 4 July 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 Health and Social Care Act 2008.

Inspection team

The inspection team was made up of 1 inspector and 1 Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours' notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 28 April 2023 and ended on 6 June 2023. We visited the location’s office on 28 April 2023.

What we did before the inspection

We sought feedback from the local authority and professionals who work with 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

During the inspection We spoke with the registered manager, the provider and the care coordinator. We reviewed a range of records. This included 10 people's care records and 7 medication records. We looked at 6 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including safeguarding records, quality assurance records and training records were looked at.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with five people who used the service, four relatives and six care staff.

Updated 4 July 2023

About the service

Indiana Health Care Services is a domiciliary care agency (DCA). The service provides personal care services to people in their own homes. At the time of our inspection 55 people were receiving personal care from the service.

Not everyone who used the service received personal care. 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.

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

People did not always receive their care visits as planned and staff did not always stay for the allotted time. The providers systems that monitored the quality and safety of the service, were not always effective.

People’s rights to privacy were not always upheld.

The provider had safeguarding policies in place. However, staff were not always aware of the correct procedures to follow in relation to alerting outside agencies to concerns. Robust recruitment processes were in place to ensure only suitable staff were selected to work with people.

The ongoing risks associated with people's individual care needs were not always managed safely.

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.

Staff had received training to enable them to meet people's needs effectively. We saw that supervision meetings for staff were held regularly and staff felt supported by the management team to perform their role.

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

Enforcement and Recommendations

We have identified breaches in relation to safe care and treatment, privacy and governance. We have also made recommendations in relation to safeguarding at this inspection.

Rating at last inspection

This service was registered with us on 10 February 2022, and this is the first inspection.

Why we inspected

This was a routine inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.