We carried out a review of the data available to us about Everlife (Swindon) on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Everlife (Swindon), you can give feedback on this service.
At the last inspection, the service was rated Requires Improvement. We found the provider did not always maintain an accurate, complete and contemporaneous record. We also found the provider’s quality assurances processes and systems to assess, monitor and mitigate risks were effective and fit for purpose. These issues were a breach of Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We issued a requirement notice and asked the provider to send us an action plan on how they were going to address these concerns. We received an action plan promptly that stated the provider was going to be compliant by June 2018.
At this inspection we found the service improved to Good, however their quality assurance processes around monitoring people’s visits needed to be more proactive.
There was registered manager in place. 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 receiving care from the team. Staff were trained in safeguarding and understood their responsibilities to report any concerns. Medicines were managed safely. There were sufficient staff deployed to keep people safe and the provider followed safe recruitment processes. The registered manager worked to improve the risks assessments and risks to people's well-being, individual conditions and environment were recorded and reviewed regularly.
The registered manager and the team promoted a positive and transparent culture. The service worked with a number of external professionals including local social and health professionals. Staff told us they were well supported by the registered manager.
People’s needs were assessed to ensure the team were able to care for them effectively. People’s rights to make their own decisions were respected. Staff received training relevant to their roles and told us they were supported by their managers. People were supported to access health services and maintain their dietary needs.
The team provided support in a caring way. People told us they built caring relationships with staff. Staff treated people with dignity and respect. People were involved in their care and encouraged to be independent as much as possible. There were processes in place to ensure people’s confidentiality.
The registered manager worked to improve the care planning documentation and planned further improvement to make the records more user friendly. People told us they were supported by staff that knew them and the support provided met their needs. People knew how to make a complain and complaints received were recorded and dealt with in line with the provider’s policy. Where people received palliative support, the service worked with external professionals and people’s relatives to ensure appropriate care was provided.
At our last inspection on 1 June 2016 we found the provider did not always ensure risks to people were identified and risk assessments and care plans that had been in place lacked detail and guidance for staff. As a result of this the service was rated as Requiring Improvement in Safe and Responsive and overall service was rated Requires Improvement.
At this inspection we found the above issues had not been fully addressed. People’s care records were still in the process of being updated. Records around medicine management did not always contain full details. The provider’s quality assurance systems were not always effective. We also found where issues had been identified by audits there was lack of prompt response to address the concerns identified.
There was no registered manager in post. 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 the service was not well run but they praised the caring nature of staff. People did not always experience continuity of care and commented on last minute changes to the schedules. The provider followed safe systems when recruiting and appointing staff and ensured relevant checks and references were carried out.
The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. Staff knew the principles of the MCA and told us they respected people’s rights to make own decisions. We found the records surrounding assessments of people’s capacity were not always in place however people told us their decisions were respected.
We have made a recommendation about referring to MCA Code of Practice when formulating people’s care plans surrounding their decision making ability and capacity issues.
People received support from staff who received ongoing training. Staff told us they were well supported in their roles. Staff understood how to protect people from potential abuse and they were aware about the whistle blowing policy.
The service continued to provide support in a caring way. People were very complimentary about staff and told us staff were kind. People’s dignity and privacy were promoted. People were supported to access health professionals when needed and meet their nutritional needs. People were encouraged to give their opinions through reviews and spot checks.
We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.
At the time of our inspection a registered manager was in place at the service. 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. The registered manager and the managing director were accessible and approachable throughout the inspection.
Risks to people had not always been identified and risk assessments that were in place lacked detail to support a person. Care plans relating to a person’s life history or a specific health condition also lacked detail and guidance for staff. This had been identified and was on an action plan to be addressed.
People were protected from unsafe care by staff who demonstrated a good understanding of safeguarding and whistle-blowing procedures. They knew how to report concerns and had confidence in the registered manager that these would be fully investigated to ensure people were protected.
Staff were appropriately trained and skilled. They received a thorough induction when they started working for the service. Staff received support through regular supervisions with their line manager.
People and relatives were very complimentary about the caring nature of staff. Staff were knowledgeable about people’s needs and people’s privacy and dignity was always respected.
People had the opportunity to provide feedback on the service; this took place through an annual survey and telephone monitoring calls. People’s needs were regularly reviewed and updated accordingly.
People, their relatives and staff felt the service was managed well and could approach the management team if they needed too. The quality of the service was regularly monitored and effective systems were in place which identified shortfalls and took appropriate action.
People were supported to make decisions about their care and their day-to-day lives. They were also supported to be as independent as possible.
There were safeguarding procedures and staff had received training so that people were protected from abuse. Staff had also received a range of training and qualifications and they were supervised and supported so that they could meet people's needs.
There were medication procedures and staff had received training so that they could support people safely with their medicines.
The people and their relatives told us that the carers were always polite and respected their dignity. The relative of a person who had been receiving care for approximately 7 years stated that they were " personally satisfied' and the care staff 'knows the routine'. People were supported to make decisions about their care and their day-to-day lives. They were also supported to be as independent as possible.
People and their representatives were asked their views about the service and these were listened to and acted upon. There was a system to monitor the quality of the service that people received and to make improvements when needed.
The people and their relatives told us that the carers were always polite and respected their dignity. One relative said that 'they are a nice bunch.' People were supported to make decisions about their care and their day-to-day lives. They were also supported to be as independent as possible.
There were medication procedures and staff had received training so that they could support people safely with their medicines. Staff had also received all the right recruitment checks. They also had a range of training and qualifications so that they had the right skills to meet people's needs.
People and their representatives were asked their views about the service and these were listened to and acted upon. There was a system to monitor the quality of the service that people received and to make improvements when needed.