6 November 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This inspection visit took place on 31 August 2018 and 3 September 2018 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that someone would be available in the office. The inspection was undertaken by one adult care inspector.
Before our inspection visit we reviewed the information we held about Complete Care Services (Nelson). This included notifications we had received from the provider, about incidents that affect the health, safety and welfare of people who used the service. We also reviewed the Provider Information Record (PIR) we received prior to our inspection. This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This provided us with information and numerical data about the operation of the service.
We spoke with a range of people about the service including four person who were using the service at the time of the inspection, two relatives and three staff members. In addition we also spoke with the registered manager, care manager and a representative of the provider.
We looked at care records of three people who used the service, training and recruitment records of staff members who had been employed at the service since the last inspection and records relating to the management of the service.
6 November 2018
We carried out an announced inspection of Complete Care Services (Nelson) on 31 August 2018 and 3 September 2018. We gave the provider 48 hours' notice because the service provides care and support to people in the community and we needed to be sure that someone would be available at the office for the inspection.
Complete Care Services (Nelson) is a domiciliary care agency located in Nelson, Lancashire. It provides personal care to people living in their own homes. It provides a service to older adults. At the time of the inspection it provided care and support to 72 people.
At the last inspection on 27 October 2016 the service was rated as ‘Good’. At this inspection we found the service remained Good.
There was a registered manager in place. The registered manager also managed other domiciliary care services located in East Lancashire that were owned by the provider. 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 legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.
People told us they felt safe and were happy with the way they were treated by staff. They told us staff were caring and friendly. People said that they had positive relationships with staff at all levels within the service including managers and representatives of the provider. They spoke positively about the attitude and management of the service.
There were sufficient staff deployed by the service to meet people's needs and staff received safeguarding adults training. Staff we spoke with demonstrated a good understanding of safeguarding practices and their immediate responsibilities with regards to safeguarding vulnerable adults. They were also aware of their responsibilities for reporting incidents and safeguarding concerns.
People were supported by staff who had the skills and training to effectively meet their needs. They also received support to maintain a balanced diet where this was part of their care plan and were supported by staff to access healthcare services where required.
People and relatives told us they had been consulted about their care needs and were involved in day-to-day decisions about their care and treatment. They told us staff treated them with kindness and compassion and respected their privacy.
People had care plans in place which were reviewed periodically, in line with the provider's policy and improvements were noted in relation to the accuracy in the details of people's care planning. Risks to people's health and safety had been identified and assessed.
The care manager, the provider’s representative and staff demonstrated a clear understanding of the Mental Capacity Act 2005 and the need to raise a Court of Protection application if there were concerns over someone’s liberty being infringed.
People's capacity to make their own decisions had been assessed in line with the requirements of the Mental Capacity Act 2005. Staff had received training in this area. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible.
Staff received regular supervision and an annual appraisal of their performance. They told us they felt well supported by the registered manager and worked well as a team. The service sought the views of people through annual questionnaires and the registered manager visited people's homes.
People were aware of how to raise their concerns and complaints and were confident they would be listened to.