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Age Concern Home Care - South Manchester Good

Inspection Summary


Overall summary & rating

Good

Updated 14 October 2017

Age Concern Home Care, South Manchester branch, is based in Wythenshawe. It provides a domiciliary care service, including personal care, to clients mainly in Wythenshawe and Northenden. The agency receives referrals from local social work teams and district nurses, and also has privately funded people who used the service. At the date of our visit 73 clients were receiving support from the agency.

At the last inspection of June 2016 the service required improvement for three breaches of the regulations. Regulation 11. The service had not gained the consent of people with regard to their care and treatment and mental capacity assessments had not been undertaken. Regulation 12. Risk assessments did not fully inform staff on how to mitigate any risks and medicines administration was not always safe. Regulation 17. Care plans were not always reviewed regularly and audits which should highlight these failures were not effective. The service sent us an action plan to show how they planned to improve the service. We found the service had made the improvements at this inspection.

The service had 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 associated Regulations about how the service is run.

The service used the local authority safeguarding procedures to report any safeguarding concerns. Staff had been trained in safeguarding topics and were aware of their responsibilities to report any possible abuse.

Recruitment procedures were robust and ensured new staff should be safe to work with vulnerable adults.

The administration of medicines was safe. Staff had been trained in the administration of medicines and had up to date policies and procedures to follow.

There was a system to track that staff attended on time and stayed for the agreed duration of visits. People told us staff would let them know if they were running late.

Most staff had been trained in the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). The people we spoke with had capacity to make their own decisions and had signed to say they agreed to their care and treatment.

New staff received induction training to provide them with the skills to care for people. Staff files and the training system showed staff had undertaken sufficient training to meet the needs of people.

Staff received formal supervision regularly to check their competence. Supervision sessions also gave staff the opportunity to discuss their work and ask for any training they felt necessary.

We observed there were good interactions between staff and people who used the service. People told us staff were kind and caring.

Records were held securely to protect people’s confidential information.

We saw that the quality of care plans gave staff sufficient information to look after people and they were regularly reviewed. Plans of care contained people’s personal preferences so they could be treated as individuals.

People were given information on how to complain with the details of other organisations if they wished to go outside of the service.

People were asked for their views about how the service was run.

Staff and people who used the service all told us managers were approachable and supportive.

Meetings with staff gave them the opportunity to be involved in the running of the agency and discuss their training needs.

The manager conducted sufficient audits to ensure the quality of the service provided was maintained or improved.

People were supported to attend suitable activities if it was part of their care package.

Inspection areas

Safe

Good

Updated 14 October 2017

The service was safe.

The service used the local authority safeguarding procedures to report any safeguarding to. Staff had been trained in safeguarding topics and were aware of their responsibilities to report any possible abuse.

Arrangements were in place to ensure medicines were safely administered. Staff had been trained in medicines administration and managers audited the system and staff competence.

Staff were recruited robustly to ensure they were safe to work with vulnerable adults.

Effective

Good

Updated 14 October 2017

The service was effective.

Staff understood their responsibilities under the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). Staff told us they would report any deprivation of liberties to the office and raise a safeguarding concern.

People were supported to eat a nutritious diet.

Induction, training and supervision gave staff the knowledge and support they needed to satisfactorily care for the people who used the service.

Caring

Good

Updated 14 October 2017

The service was caring.

People who used the service told us staff were supportive and kind.

We observed there were good interactions between staff and people who used the service.

Records were stored securely to help protect people�s confidential information.

Responsive

Good

Updated 14 October 2017

The service was responsive.

There was a suitable complaints procedure for people to voice their concerns. People told us they felt able to approach staff or managers if they had any concerns.

Where it was part of a person�s care package people were supported to attend suitable activities.

Plans of care were regularly reviewed and contained sufficient details for staff to deliver their care.

Well-led

Good

Updated 14 October 2017

The service was well-led.

There were systems in place to monitor the quality of care and service provision at this care service.

Policies, procedures and other relevant documents were reviewed regularly to help ensure staff had up to date information.

All the people and staff we spoke with told us they felt supported and could approach managers when they wished.