360 Degrees Health Care and Rehabilitation Services Ltd

Updated 9 August 2019

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 Care Act 2014.

Inspection team

The inspection was carried out by an inspector 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. The Expert by Experience contacted people and relatives by telephone to gain their feedback about the support they received.

Service and service type

360 Degrees Health Care and Rehabilitation Services Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection

This inspection was announced. We gave the registered manager 48 hours’ notice, to ensure they would be available and to give them time to gain people’s consent for us to contact them for feedback.

What we did before the inspection

We reviewed previous inspection reports and information we had received about the service since the last inspection. This included information from the provider about important events that had taken place at the service, which they are required to send us. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke on the telephone with seven people who were supported by the service and three relatives, to gain their feedback about the support provided. We spoke with two care staff, the development officer, the registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with an independent consultant who provided supervision and support to management and staff.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at one staff recruitment file and staff supervision and appraisal records. We also reviewed a variety of records relating to the management of the service, including policies and procedures and audits.

After the inspection

We received updates from the provider about changes made to documentation. We contacted seven community professionals who regularly visit the service for their feedback about the support provided.

Updated 9 August 2019

About the service

360 Degrees Health Care and Rehabilitation Services Ltd is a domiciliary care service, providing personal care to people in their own homes. At the time of the inspection, the service was supporting 42 people.

People’s experience of using this service and what we found

People told us staff visited them on time and stayed as long as they should. No-one had experienced any missed visits. The provider followed safe practices when recruiting staff. Staff knew how to protect people from abuse and avoidable harm. The service managed people’s medicines safely and checked people’s equipment regularly to ensure it was safe for them to use.

The provider ensured staff received an effective induction and completed the training needed to support people well. Staff supported people to eat and drink enough and ensured they received appropriate support with their healthcare needs. 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.

People liked the staff who supported them. They told us staff were kind and treated them with respect. Staff respected people's right to privacy and dignity and encouraged people to be independent when it was safe to do so. They respected people's diversity and involved people in decisions about their care. People had access to advocacy services, to ensure they received independent support when they needed it.

People were supported by regular staff who knew them and told us staff provided them with support that reflected their needs and preferences. Staff supported people to follow their interests and avoid social isolation. They offered people choices and encouraged them to make decisions about their care. No formal complaints had been received by the service.

Staff and management were clear about their roles and responsibilities and provided care which resulted in good outcomes for people. They worked in partnership with a variety of agencies to ensure people received the support they needed. People, relatives and staff were happy with how the service was being managed. Staff felt well supported by the registered manager and provider.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 27 June 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.