Background to this inspection
Updated
3 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 26, 27, 28, 29, 30 October and 2 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
The inspection was carried out by an inspector, a medicines 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 specialist 24 hour live-in care provider. The service provides care workers to enable people who require 24 hour support to remain in their own home. People using the service ranged from young adults to the elderly.
The service had two managers 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
The provider was aware we would be inspecting between October and the end of November as they had agreed to participate in the pilot. Inspection activity started on the 26 October 2020 and ended on the 2 November 2020.
What we did before the inspection
Before our inspection we reviewed the information we held about the service which included statutory notifications we had received in the last 12 months and the Provider Information Return (PIR). The PIR is a form we ask the provider to complete which gives us some key information about the service, including what the service does well, what they could do better and improvements they plan to make.
During the inspection
We spoke with three people who used the service and seven relatives. We spoke with eight members of staff including the registered managers, care workers and the recruitment manager.
We reviewed a range of records including eight care plans and risk assessments, as well as four staff files in relation to recruitment. We also looked at a variety of records relating to the management of the service, including policies and procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at medicine records and updated policies.
Updated
3 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Versacare are a specialist 24 hour live-in care provider. The service provides care workers to enable people who require 24 hour support to remain in their own home. At the time of inspection, Versacare were providing personal care to 87 people.
People's experience of using this service and what we found
People expressed satisfaction with the care and support they received. People and their relatives spoke highly about care workers and the management of the service. People also told us they were involved in making decisions about their care.
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. Policies and systems in the service did not always support this practice in relation to medicines, however the provider took immediate action to rectify this. We have made a recommendation about medicines protocols.
The provider had systems in place to protect people from abuse and people told us they felt safe. Risk assessments were in place to help minimise risks people faced. Infection control measures were in operation. There were enough staff employed to support people and checks were carried out on staff to verify they were suitable to work in the care sector. Steps were taken to learn lessons if things went wrong.
People told us staff were caring and respectful. Staff had a good understanding of how to support people in a way that promoted their privacy, dignity and independence. The service worked to meet people's needs in relation to equality and diversity issues.
Care plans were in place which set out how to support people in a personalised manner. People had been involved in planning their care. End of life care plans were in place for people.
People and staff spoke positively about the registered managers, saying they found them to be approachable and easily accessible. Systems were in place for monitoring and reviewing the quality of care and support provided. The provider worked with other agencies to develop knowledge and share best practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection.
The last rating for this service was good (published 26 September 2017).
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.