Archived: Carewatch (Maidstone-Ashford)

Updated 24 September 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is 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.

This inspection took place on 21 and 22 July 2016 and was announced. The inspection team consisted of two inspectors. One inspector made phone calls to people using the service and to the care staff. The provider was given 48 hours’ notice because the service provides a domiciliary care service; we needed to be sure that the registered manager was available and someone would be in.

Before the inspection, we asked the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the agency, what the agency does well and improvements they plan to make. We also looked at previous inspection reports and notifications about important events that had taken place at the service, which the provider is required to tell us by law.

We spoke with eight people or the representatives about their experience of the service. We spoke with three staff, a coordinator, the manager and the provider to gain their views.

We asked five healthcare professionals for their views and experience of the service.

We spent time looking at records, policies and procedures, complaint and incident and accident monitoring systems, internal audits and the quality assurance system. We looked at seven people’s care files, five staff record files, the staff training programme, the staff rota and meeting minutes.

A previous inspection took place on 18 February 2014; the service had met the standards of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010.

Updated 24 September 2016

We inspected this service on 21 July 2016. The inspection was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the locations office to see us.

Carewatch Maidstone-Ashford provides care and support for people in their own homes. This includes children, older people, people with a learning disability and people with a physical disability. The office is situated in the centre of Maidstone. At the time of our inspection they were supporting approximately 72 people.

At the time of our inspection there was a manager in place who had applied to become the registered manager. 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 received a service that was safe and told us they felt safe. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Systems were in place to monitor and review any safeguarding concerns. The safety of staff who were working out in the community had been assessed with systems put into place to reduce the risk to staff. Risks to people’s safety had been assessed and recorded with measures put into place to manage any hazards identified.

People received support and assistance from enough staff to fulfil their expected care packages and meet their assessed needs. Staff had received the training they required to meet people’s needs. A comprehensive induction programme was in place which all new staff completed. Staff had a clear understanding of their roles and people’s needs. Staff were supported in their role from the management team.

Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support. The provider had a continuous recruitment programme in place to ensure there was enough staff to meet peoples needs.

Where staff were involved in assisting people to manage their medicines, they did so safely. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely.

People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and reviewed to make sure people continued to have the support they needed. Detailed guidance was provided to staff within people’s homes and on their work phone about how to provide all areas of the care and support people needed.

People were supported to remain as healthy as possible. Guidance was available within peoples support plans to inform the staff of any specific health condition support. People were encouraged to maintain as much independence as possible.

People were treated with dignity and respect whilst receiving care and support from the agency. Staff understood the principles of the Mental Capacity Act 2005 and people said they were always asked their consent before any care or support tasks were carried out.

Systems were in place for monitoring the quality and safety of the service and assessing people’s experiences. These included telephone reviews, face to face reviews and annual questionnaires.