19 July 2018
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.
Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions, safe, effective, responsive and well-led to at least good. At this inspection we found that significant improvements had been made in these areas.
The inspection site visit took place on 20 and 22 June 2018. The inspection was announced. We gave the provider short notice of the inspection because we needed to be sure the office would be open to access records. One inspector visited the office location to see the registered manager and office staff; and to review care records, policies and procedures. The inspector conducted telephone interviews with people who were receiving care in their own homes, their relatives and friends on 25 June 2018.
We spoke with five people who used the service, three relatives and a friend to gather their views about the service. We also spoke to the two deputy managers, a senior care worker and the registered manager. We reviewed a range of care records and the records kept regarding the management of the service. This included looking at six people’s care records, five staff files, the rostering system and records monitoring the quality of the service.
Prior to the inspection we reviewed all the information we held about Everlasting Care, including any statutory notifications that the provider had sent us and any safeguarding information we had received. Notifications are made to us by providers in line with their obligations under the Care Quality Commission (Registration) Regulations 2009. These are records of incidents that have occurred within the service or other matters that the provider is legally obliged to inform us of.
Before the inspection we asked the registered manager to complete a Provider Information Return (PIR). This is a form that the provider sends to CQC at least once annually with key information about the service, what improvements they have planned and what the service does well.
In addition, we contacted North Tyneside local authority commissioning team and adult safeguarding team to obtain their feedback about the service. This information helped to inform our planning of the inspection.
The inspection was partly informed by feedback from questionnaires we sent to people using services, their relatives and staff. The responses showed that overall people were satisfied with the service they received and the staff were happy in their role.
19 July 2018
This inspection took place on 20, 22 and 25 June 2018 and was announced. This service is a domiciliary care agency based in North Tyneside. It provides personal care to people living in their own homes throughout North Tyneside. Services were provided to adults with a wide range of health and social care needs. At the time of our inspection there were 65 people receiving a service.
Not everyone using Everlasting Care receives regulated activity; The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
The service had a registered manager in post. The registered manager had been in post since the service first registered in 2014. A registered manager is a person who has registered with the CQC 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.
At the last inspection in April 2017 we rated the service as 'Requires Improvement', we asked the provider to take action and make improvements to the induction and training of staff at the service. We also recommended that guidance was sought around specific risk assessments and a review of quality monitoring and record keeping was completed. We found these actions had been promptly completed and good practice has been sustained. We have therefore rated the service as 'Good'.
People were supported by staff to maintain their health, safety and welfare in their own home. The office staff had fully completed risk assessments of the known risks people faced. These were reviewed and updated to reflect changes in people’s needs. Care records now included information in case of an emergency within people’s homes.
New staff had received a company induction and a robust induction programme was now fully embedded into the service. Staff training was up to date. Most staff told us they now received regular supervision sessions, an annual appraisal and staff meetings took place. Records confirmed this. Staff told us they felt supported by the office staff.
The registered manager ensured the service was properly monitored. We saw audits had been improved and new audits and analysis of all aspects of the service had been implemented. We saw action plans were in place to ensure any issues highlighted were dealt with promptly.
Policies and procedures were in place to help staff safeguard people from harm. Incidents of a safeguarding nature had been recorded, investigated, reported and monitored. The local authority had no concerns about the service. People told us they felt safe with the regular support from staff.
Medicines were managed safely. Medicine administration records were up to date and fully completed. Competency checks on care workers were now in place to ensure staff remained competent in their role. Regular unannounced spot checks were conducted to ensure high standards were maintained.
Staff recruitment continued to be safe and robust. There were enough staff employed to safely meet people’s needs. People told us that care workers did not rush their duties and that they had regular care workers who arrived as expected most of the time.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
Care plans had been re-written and now included person-centred information. We saw a new review system had been implemented following our last inspection to ensure people received suitable care to meet their needs.
People told us that care workers made meals of their choice. External healthcare professionals were involved with people’s care to monitor their health and welfare.
Without exception, people and relatives told us their care workers were friendly and they were respected in their home. People said their dignity and privacy was always maintained.
There was a complaints policy in place. We saw all complaints and minor issues had been logged, investigated and resolved in a timely manner. No-one we spoke with raised any complaints about the service.
Customer and staff surveys had been carried out which showed mostly positive results. Our pre-inspection questionnaire responses corroborated this.