Background to this inspection
Updated
13 August 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
Inspection team
The inspection was undertaken by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was a registered manager in post. There was also a registered manager who had recently left but had not yet applied to cancel their registration.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 25 May 2022 and ended on 23 June 2022. We visited the location’s office on 25 and 31 May 2022.
What we did before the inspection
We reviewed information we had received about the service since it registered with CQC. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 12 people and six relatives on the telephone, eight care staff and six office-based senior staff and managers, including the registered manager. We viewed seven care records, six staff files and various records relating to the management of the service, such as accidents, incidents and quality assurance records.
Updated
13 August 2022
About the service
Enthuse Care Bournemouth provides personal care for people in their own homes. The service provides support to older and working age adults, including supporting people who are discharged from hospital and are awaiting a permanent care package. At the time of our inspection there were 250 people using the service.
Not everyone who uses the service receives personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The registered manager promptly addressed incomplete risk assessments for people who used bedrails to prevent falls from bed, when drawn to their attention. We have made a recommendation regarding the falls policy taking account of people on anticoagulant medication.
Whilst audits highlighted areas for improvement, they had not identified the issues we found. The registered manager and their team were receptive to issues we raised and rectified them promptly. The service was overhauling its audit processes.
There had been recent management changes and reorganisations within the management and office team in response to feedback from staff. We have made a recommendation about registered managers’ access to correspondence with statutory organisations.
People and their relatives were given details of how to raise complaints and concerns. They told us they could easily contact the service if there were issues with the care provided.
People and relatives were pleased with their or their loved one’s care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff were kind and caring towards people and their families. People with a permanent care package usually had regular staff. People’s preferences regarding their care were known and respected.
People and relatives were confident in the ability of staff to provide safe, effective care. Staff were supported through training, supervision and informal contact with the office team. The service only took on new ongoing care packages when staffing levels meant there were vacancies to provide that care.
Managers and staff understood their responsibilities for identifying and reporting concerns about possible abuse. The management team was working cooperatively with the local authority in response to safeguarding adults enquiries.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Rating at last inspection
This service was registered with us on 16 February 2021 and this is the first inspection at which we have rated the service.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.