Archived: Insignia Healthcare Solutions (Norwich)

Below is a summary of what we found. The summary describes what people using the service, relatives and staff told us, what we observed and the records we looked at.

If you want to see the evidence that supports our summary please read the full report.

This is a summary of what we found:

Is the service safe?

People we spoke with happy with their care. We were told that staff were competent and capable and did their job correctly. They said staff were respectful and courteous.

Care records showed how risks had been assessed and managed appropriately, ensuring people were supported and cared for safely.

Staff were fully trained and experienced to ensure they offered appropriate and safe care. Full recruitment procedures were followed to ensure staff were suitable to care for vulnerable people.

Systems were in place to monitor the service provided to ensure it was safe.

Is the service effective?

People were actively involved in their day to day care. Care plan records were discussed on a monthly basis and any changes acted on quickly.

Where concerns had been raised other professionals had been sought to ensure the correct care and skills could meet the needs of people with more complex needs.

People we spoke with told us that they only had to contact the office and any concerns they may have would be listened to an acted upon.

We talked to the manager about the Mental Capacity Act 2005. It was evident that an understanding of the act was known and followed.

Is the service caring?

Throughout this inspection we spoke with three people and two carers. We received nothing but positive comments from all those people spoken with. Just some of the comments said, “Brilliant staff.” “I would not be able to live at home if I did not have them.” “Great team who know just what I need.” “Very able staff.” “Wonderful group of staff,”

Flexibility in the care and support provided was given when people wished to participate in community activities. Risks were assessed and the best way to deliver a different need was planned.

On talking to the manager and staff it was evident that the people who require a service are placed at the centre of planning and delivery of the care required. The care plans were tailored to meet the individual care needs.

Is the service responsive?

All five people we spoke with told us they would have no problem in voicing concerns to the office. No one had any complaints but told us they could call the office at any time and action would be taken on their call.

Where concerns were identified when caring for a person, such as swallowing difficulties, other professionals were involved. Care plans were written to address the concern and guidance from the professional was included in the care plan.

Is the service well led?

Insignia Healthcare Solutions (Norwich) had a registered manager in post who knew the people being supported by the service and was able to tell us about the needs of each individual. There was a team of experienced and competent senior staff who supported the staff team with training and supervision to enable them to meet the needs of the people requiring the service.

There were suitable and robust qualities monitoring systems in place. Any shortfalls that were found during monitoring were acted upon.

Staff training was of a standard that ensured care staff were competent in all the care duties they were expected to do.

We looked at the safeguarding process in place at Insignia. We found that people were protected from the risk of abuse because the provider had in place an appropriate policy and guidance for staff.

We found that there were enough suitably qualified, skilled and experienced staff to meet people's needs. One person using the service told us, "Honestly, they do everything excellently" when speaking about their care workers.

We looked at the training, supervision and overall support care staff received from Insignia Healthcare Solutions. We found that all six staff members whose records we reviewed had been trained in key competencies within the twelve months prior to inspection. Staff received appropriate supervision or appraisal three monthly.

We found that the service had in place a programme of audits to monitor the quality of the service. However, the service was not formally obtaining the feedback of people using the service. One person we spoke with told us, "It would be nice to be asked". Another person told us, "It would be helpful if they asked, but they do make it clear we can contact them if we have an issue".

The people receiving the service told us that they felt safe and well cared for by the team of carers that supported them. One person said, "Due to my disability I have to rely and trust my carers fully. I have no reason to doubt them. Both day and night I am fully supported and feel safe."

All the staff spoken with said they received appropriate support to enable them to do their job. We were told training and regular support was always available, no matter what time of day or night that support may be required.

The people who used the service told us that they had no complaints but only praise about the care they received.. We received comments such as, "I cannot say enough about the kindness and quality of the staff who visit me." "The staff are very flexible and meet my needs when changes are required" and "I need help through the night and they are always there with a smile to help and reassure me."