Background to this inspection
Updated
28 March 2019
The inspection:
We carried out our inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. Our inspection checked whether the provider was 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.
Inspection team:
Our inspection was completed by one inspector and an 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. Our expert-by-experience had knowledge about personal care of adults within the community.
Service and service type:
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to children, adults, and older people who may also have dementia.
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:
We gave the service four days’ notice of the inspection visit because staff were often out of the office supporting staff or providing care. We needed to be sure that they would be in.
What we did:
Before the inspection, we reviewed information we had received about the service. This included details about incidents the provider must tell us about, such as any serious injuries to people. The provider also completed a provider information return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used this information to plan our inspection. We contacted health and social care professionals for feedback about the service.
We spoke by telephone with two people who used the service, 14 relatives and seven care workers. During the inspection we spoke with one care worker, a care manager, a deputy care manager, managing director and a compliance advisor. We reviewed a range of records including parts of eight people's care and support plans and reviews, and risk assessments. We looked at seven staff files and checked their recruitment and training records. We also reviewed records used in managing the service for example policies and procedures monitoring records and minutes of meetings.
Updated
28 March 2019
About the service:
¿ H O P E Superjobs Limited provides personal care to children and adults who live in their own homes. The service's office is based in Ilford, Redbridge. Care is provided in the London borough of Redbridge and other London boroughs.
¿ At the time of our inspection, 222 people used the service and there were 240 staff.
People's experience of using this service:
¿ People's needs were assessed before they started using the service and where risks were identified, there was guidance in place to manage them safely.
¿ People received person-centred care that reflected their assessed needs and preferences. Staff encouraged and promoted independence.
¿ People's privacy, dignity and independence was promoted. Staff understood equality and supported people’s diverse needs.
¿ People and their relatives told us the service was safe. Staff knew how to recognise signs of abuse and what action they needed to take to keep people safe.
¿ Although the registered manager had made improvements to risk assessments, and reporting of incidents, accidents and safeguarding concerns, the system could benefit from further improvements. We made a recommendation on risk assessment.
¿ Robust recruitment and assessment checks were completed before staff were employed.
¿ There were enough staff to provide care people needed.
¿ Staff told us they were supported by their line managers and they received suitable training to meet the needs of people using the service. Staff received regular one-to-one supervision and annual appraisals to enable them to assess their performance and training needs.
¿ Medicines were safely managed.
¿ Staff had knowledge and necessary equipment to reduce the risk of infections.
¿ People were supported to maintain good health and had access to healthcare services. Staff knew how and who to contact if people had emergency medical needs.
¿ Where required, staff supported people with their dietary needs and preferences.
¿ There was a clear management structure in place. This ensured that the service was well led.
¿ There were effective systems in place to assess and monitor the quality of the service provided.
¿ Feedback from people and their relatives was requested and acted on.
¿ The service worked with other organisations and professionals to plan and deliver an effective service.
Rating at last inspection:
¿ At the last inspection the service was rated Requires Improvement (report published 13 March 2018)
Why we inspected:
¿ This was a planned inspection based on the rating at the last inspection. We found the service had made improvements to meet the characteristics of Good in all areas.
Follow up:
¿ We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk