The inspection took place on the 6 September 2016 and was announced. The service was given 48 hour’s notice because the location provides a domiciliary care service. We wanted to be sure that someone would be in to speak with us.Alina Homecare Rustington is a domiciliary care service which provides personal care and support services for a range of people living in their own homes. These included older people and people living with dementia. At the time of our inspection 64 people were receiving a care service with an age range of 46 - 94 years old.
The service had a registered manager. 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.
The experiences of people were positive. People told us they felt safe, that staff were kind and the care they received was good. One person told us “I feel safe with the staff all the time, they are nice”. A relative told us “I know my relative feels safe using them and is comfortable with them all”.
There were good systems and processes in place to keep people safe. Assessments of risk had been undertaken and there were clear instructions for staff on what action to take in order to mitigate them. Staff knew how to recognise the potential signs of abuse and what action to take to keep people safe. The registered manager made sure there was enough staff at all times to meet people’s needs. When the provider employed new staff at the service they followed safe recruitment practices.
The provider had arrangements in place for the safe administration of medicines. People were supported to receive their medicine when they needed it. People were supported to maintain good health and had assistance to access health care services when needed.
Staff considered people’s capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. Staff observed the key principles in their day to day work checking with people that they were happy for them to undertake care tasks before they proceeded.
Staff felt fully supported by the registered manager to undertake their roles. They were given training updates, supervision and development opportunities. For example staff were offered to undertake additional training and developmental courses to increase their understanding of the needs of people using the service. One member of staff told us “I had never done this type of work before and I spent two weeks shadowing which was a lot but the manager told me there was no rush or pressure and to just be sure I felt ready and confident”. Another member of staff told us “I do all the training every year. It keeps you up to date.”
People and relatives told us that staff were kind and caring. Comments included “Yes very caring, we have laughs”, “Very nice and caring staff” and “Nice people, all good caring staff”.
People confirmed staff respected their privacy and dignity. Staff had a firm understanding of respecting people within their own home and providing them with choice and control. People were supported at mealtimes to access food and drink of their choice.
People’s needs were assessed and regularly reviewed and they received care based upon their needs and preferences. Staff were proactive in recognising and supporting changes in people’s needs. We found the care plans to be person centred and details recorded were consistent.
People and relatives said they were happy with the management of the service. People’s comments included “I call the manager, know them well and so helpful” and “Approachable manager and office staff are very good”. There were clear lines of accountability. The service had good leadership and direction from the registered manager. Staff comments included “The manager is lovely, supportive and very approachable. She is very nice and if I ever needed her I know she would pick up the phone” and “The manager is supportive, she is there for us”.
The registered manager and provider monitored the quality of the service by the use of regular checks and internal quality audits to drive improvements. Feedback was sought by the registered manager through surveys which were sent to people and their relatives. Survey results were positive and any issues identified acted upon. People and relatives we spoke with were aware of how to make a complaint and felt they would have no problem raising any issues. One relative told us “Any concerns my relative would call the office or I would. They are helpful”.