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Local Solutions Prescot Branch Good


Inspection carried out on 16 June 2016

During a routine inspection

This was an announced inspection which took place on 16 and 22 June and 12 July 2016. The provider was given 48 hours’ notice because the location is a domiciliary care agency and we needed to be sure that someone would be available at the office to assist with the inspection.

Local Solutions is a social enterprise charity organisation providing care to people in the community. With a number of branches across the North West of England, Local Solutions is registered by the Care Quality Commission to provide personal care to people in their own homes. Local Solutions Prescot Branch is managed from well-equipped offices located near to the centre of Prescot, Merseyside. Services are provided to support people to live independently in the community. At the time of this inspection approximately 320 people were using the service, supported by a team of approximately 120 staff.

A registered manager was in post, however, at the time of this inspection a new manager, now registered with the Care Quality Commission had taken over the role. 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.

At the previous inspection of this service in January 2014 we found that the registered provider was meeting all of the regulations that we assessed.

During this inspection we found that improvements were needed as to how the registered provider monitored the records of people who used the service and staff. We found that the system for monitoring these records had failed to identify areas of improvement that were needed to ensure that accurate, up to date information was available.

We have made a recommendation that the registered provider further develops their internal monitoring systems.

We have made a recommendation that the registered provider further develops their process for measuring identified risk to people. The current system failed to ensure that there was a consistent approach to measuring and minimising risks to people.

We have made a recommendation that the registered provider further develops their systems for recording information about people’s needs to ensure that up to date information is available at all times. This is because records of people’s needs were not always accurate and up to date.

People told us that they felt safe using the service. Systems were in place to help ensure that people were safeguarded from harm. This included policies and procedures for staff to follow. Staff had undertaken training in safeguarding people and they were confident about reporting any concerns.

Safe recruitment practices were in place which helped ensure that staff only suitable to work with vulnerable people were employed at the service. These safe recruitment procedures were followed. They included obtaining information about applicant’s previous employment and carrying out checks of their fitness to work with people.

The health and safety of people was protected as the registered provider had developed guidance for staff and provided them with training about how to keep people safe. Staff had access to this information and they knew what to do in an emergency situation.

People told us that staff always asked for their consent before delivering any care and support. Staff demonstrated a clear understanding of the need to ensure that people gave their consent prior to any care and support being delivered.

People were supported by staff who received training and supervision for their role. Staff confirmed that they had received the training and support they needed to carry out their role safely.

People felt they were well supported by the staff in relation to having their nutritional needs met. Care planning documents for people contained information relating to their personal nutritional needs.

People told us that staff delivering their care and support were caring and respectful when they visited their home.

People had access to information about the service. This information was in relation to the standards of care and support they should expect; important telephone numbers and information of what services can be provided.

Policies and procedures were in place to support and guide staff on best practice in their role. Having access to this information helped ensure that people received the care and support they required safely.

Recent changes had been made to the management team arrangements within the service. The registered provider had made the changes to ensure that the registered manager was available at the service at all times. There were a number of detailed monitoring systems in place which included the close monitoring of safeguarding concerns and complaints made about the service. Annual reviews of these systems were in place to ensure that they continued to be effective.

Inspection carried out on 22, 23, 27 January 2014

During a routine inspection

As part of this inspection we spoke with nine members of staff who held different roles within the service. We spoke on the telephone with ten people who used the service and with two of their relatives.

People told us that they had been satisfied with the service they had received. Their comments included, “No faults whatsoever. Very very nice" and “They brighten up my day.”

Staff told us that sufficient information had been provided to them to support people safely and well. Care records contained assessments and care plans listing the support people required. These had been reviewed regularly to check whether people’s support needs had changed. People told us that staff had provided the support they had needed and had always been polite and respectful. One person commented, “I am more than satisfied.”

There were sufficient, experienced staff available to provide the support that people needed. Systems were in place for checking that people received their support on time and that if a member of staff was unexpectedly unable to attend a replacement member of staff was sent.

Systems were in place and had been followed to identify and report any safeguarding adult's concerns that arose. People using the service and staff told us that they knew how to raise any concerns that they may have had.

The quality of the service had been regularly checked by the provider. This included taking action on any areas where a need for improvement had been identified.

Inspection carried out on 15, 16, 17 January 2013

During a routine inspection

People we contacted who used the service told us they were getting the service they wanted and agreed to. They said everything was planned to suit them including what time their carers visited. Their carers followed their agreed support plan and were flexible in their work. They said, “They (staff) are very good and flexible. If I need anything extra doing they don’t mind, like putting some things in the bin for me”. And “I’ve had this service for six years now it works like clockwork and never had a problem”.

People told us that staff supported them with their medicines. One person told us, “All they do is collect my tablets for me as I can take them myself. Just having someone to get my tablets makes all the difference; I don’t have to worry about that”. Anther person said, “I have the same three carers all the time, they ask me if I have taken my tablets and sometimes remind me to take then before they go”.

People told us they felt safe in their home. They had arrangements in place for staff to gain entry and to keep their home secure when they left. Staff were respectful to them and their property. They were consulted all the time about the service they received and could request for changes to be made, for example times of visits, carer preference and tasks they required doing.

Inspection carried out on 31 January 2012

During a routine inspection

We visited the service on 31 January 2012 and spoke to some people who use the service and their relatives. Overall people were satisfied with the service provided. We were told they felt involved in their care planning and were able to express their own views which were listened to and acted upon. Comments were made such as:

“They have a really respectful manner, treating with respect and dignity is one of their strengths”, “They always have regard for his dignity even when doing intimate, personal care”, “The staff are always happy and smiling, they genuinely care and are very kind”.

Customer satisfaction survey results told us that over 87% of respondents said they had a copy of their care plan at home. They said (83% of respondents); the care worker will do things differently if asked allowing the service user to have choice for example in times of call and not bathing if they so wish. Over 83% of respondents said their carers always treated them with dignity and respect. Most respondents (80%) were given information regarding Local Solutions and their services. Comments made on the satisfaction survey included:

“My carers always treat me and my family with respect”, “Nothing is too much trouble. She is polite, friendly and always treats me with dignity and respect”. “Marvellous, caring and patient and seem to know how to make you feel less self conscious when you need to be bathed or undressed”

We also saw evidence of service user quality telephone surveys having been undertaken in January 2012. This generally demonstrated satisfaction with the service received from Local Solutions. One hundred percent of those surveyed said that staff always respected their privacy and dignity.