17, 19, 20 and 25 February and 2 March 2015
During a routine inspection
The unannounced inspection took place on 17, 19, 20 and 25 February and 2 March 2015. We last inspected the service 28 January 2014 when we found the service was meeting all the regulations that we inspected.
At the time of our inspection, Newcastle Community Care Services DCA provided home care and housing support for 513 adults and children living in their own homes, which meant staff made over 6000 visits a week to support these people. These figures will fluctuate due to the nature of the service.
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.
We considered people were not fully protected against the risks associated with medicines because information was not always in place to manage ‘as required’ medicines.
We found risk assessments required improvement in the way they were written and the terminology used.
There were safeguarding policies and procedures in place. Staff knew what actions they would take if abuse was suspected. The provider had dealt with previous safeguarding concerns appropriately.
Accidents and incidents were recorded and dealt with effectively by the provider. Where issues (including complaints) had occurred, actions had been taken and lessons learnt.
Staffing levels were maintained by timely and safe recruitment procedures. The provider had a new system in place to ensure rota allocations were monitored so people received their care ‘call’ on time and staff were kept safe. The registered manager told us they tried to ensure people were visited by the same care staff but that was not always possible due to sickness or holidays.
Staff had received a 12 week induction and completed appropriate training. Where gaps in training had been identified, the provider ensured staff received additional training, for example, in dysphasia or dementia. Staff said they felt supported by their line manager and the provider.
The registered manager was fully aware of the Mental Capacity Act 2005, particularly in relation to the court of protection and lasting power of attorney. There were policies and procedures in place and staff had been trained. Where people required the support of an advocate, staff had helped to secure their services.
Some people received support with eating and drinking as part of their care package. People were provided with meals they had chosen and preferred and staff ensured drinks were left between visits for people if they required them.
Staff promoted people’s independence and treated people with warmth and kindness in a respectful and dignified manner. People’s likes and dislikes had been recorded and staff knew the people they supported. Care plans and associated documents were built around the person and involved them, their family and professionals.
There was a complaints procedure in place and people and their relatives knew how to access and use it.
The service was well led with a dedicated registered manager in place, who was committed to providing a good service and had implemented various quality checks to monitor this.