Background to this inspection
Updated
4 March 2023
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection was carried out by 1 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
In line with our new approach we gave short period notice of this inspection and explained what was involved under the new methodology. Inspection activity took place on 19, 20 January 2023 and 2 February 2023.
What we did before the inspection
We looked at all the information we held about the provider, which included information they provided us when they were registered. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.
During the inspection
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation. During the inspection we spoke with the registered manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with 2 staff members, 2 relatives and 2 people who used the service. We reviewed a range of records. This included 2 staff files in relation to recruitment and staff supervision and 5 care plans and risk assessments. We also looked at a variety of records relating to the management of the service, including policies and procedures.
Updated
4 March 2023
About the service
Anneally Care Services LTD (also known as PerCurra North East Surrey) provides personal care support to people in their own homes. The domiciliary care agency is registered to provide a service to people over and under the age of 65 years.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection, 5 people were using the service.
People’s experience of using this service and what we found
The provider's quality assurance framework did not consistently identify shortfalls or recognise how improvements could be made.
People and their relatives were happy with the care provided. One person told us, “They are ever so caring.” Relatives felt the service and staff provided safe care. People received care from consistent staff members who knew and understood their care needs well. There were enough suitable staff to cover all the care calls. Staff understood their responsibilities for safeguarding adults. Staff practiced safe infection control and prevention procedures to reduce the spread of infection. People’s medicines were managed safely.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were involved and given choice about their day-to-day care and support. Staff treated people with dignity and respect. People received care that met their individual needs and preferences. People's needs were assessed and regularly reviewed to ensure staff delivered appropriate care to them. People and their relatives felt confident to raise concerns about their care and knew the process about how to make a complaint.
New staff received an induction to the care company and staff told us that they felt supported and valued. A programme of spot checks, supervision and informal team meetings meant staff were supported on an ongoing basis. Staff promoted equality and diversity in their support for people.
People had opportunities to give feedback about their care and told us their views were listened to. Staff said they received good support from the management team and could speak up if they had concerns or suggestions for improvements.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 7 September 2022 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
We have identified one breach in relation to good governance, at this inspection. Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.