Background to this inspection
Updated
16 June 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.
The inspection took place on 5 and 6 May 2016 and was announced. The provider was given 24 hours’ notice because the location was a domiciliary care agency and we needed to be sure that someone would be present in the office. The inspection team consisted of one adult social care inspector.
Before the inspection the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection we spoke with the registered provider who was also the registered manager, the care manager and three members of staff. We also visited three people in their own homes that used the service and observed staff while they were working.
We looked at four records that related to people’s individual care and support needs. These included support plans, risk assessments and daily monitoring records. We also looked at four staff recruitment files and records associated with the management of the service, including quality audits.
We also reviewed the information we held about the service. This included any notifications received from the registered manager, safeguarding referrals, concerns about the service and other information from members of the public. We contacted the local authority safeguarding team and they told us they had no immediate concerns regarding the service.
Updated
16 June 2016
The inspection took place on 5 and 6 May 2016 and was announced. Ace Care Professionals is a domiciliary care service that provides a personal care to people living in their own home. On the day of the inspection 23 people were supported by the service with their personal care and support needs.
The service had a 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.
During our inspection we observed staff within the office who were friendly and relaxed and there was a calm and pleasant atmosphere. Information we requested was supplied promptly, records were clear, easy to follow and detailed. People, those who matter to them and staff all spoke positively about the service. Comments included, “They are very reliable”, “Staff are very caring, they do everything I need” and “Cannot praise them enough”.
People valued their relationships with staff. People said they felt well cared for and that they mattered. One person said, “I look forward to their visits”.
People were supported by staff who encouraged them to remain as independent as possible. Staff had a good appreciation and understanding of how to respect people’s privacy and dignity.
People told us they felt safe. Staff had undertaken training on safeguarding adults from abuse and put their knowledge into practice. Where staff had raised alerts the service managed the concerns promptly and where required, conducted thorough investigations to protect people. People were protected by the service’s safe recruitment practices. Staff underwent the necessary checks which determined they were suitable to work with vulnerable adults before they started their employment.
People were supported to take their medicines by staff that were appropriately trained. People were supported by staff teams that received training that reflected their individual needs and supported how they wanted and needed to receive their care and support. Staff put their training into practice and delivered good care.
People and those who mattered to them were involved in identifying their needs and how they would like to be supported. People’s preferences were sought and respected and staff provided consistent personalised care and support. Staff responded quickly to people’s change in needs.
People’s risks were anticipated, identified and monitored. Staff managed risk effectively and actively supported people’s personal decisions. This ensured that people had control and independence in their lives. Risks were regularly reviewed and updated promptly following any changes in need.
People knew how to raise concerns and make complaints. People and their relatives who had raised concerns confirmed they had been dealt with promptly and satisfactorily.
Staff described the management to be very open, supportive and approachable. Staff talked about their jobs in a strong positive manner, and were highly motivated.
There were effective quality assurance systems in place. Action was taken to address areas where practice could be improved and as a result, changes had been made to help ensure the service moved forward and continually improved.