Archived: Housing & Care 21 - Erdington House

Updated 2 November 2015

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.

This inspection took place on the 1 October 2015. It was an announced inspection. We told the provider two days before our visit that we would be coming. We did this because the manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in. This 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.

We spoke with five people, four relatives, two care staff, the care team leader, the covering manager and a visiting healthcare professional. We looked at five people’s care records and medicine administration records. We also looked at a range of records relating to the management of the service. The methods we used to gather information included pathway tracking, which is capturing the experiences of a sample of people by following a person’s route through the service and getting their views on it.

Before the visit we looked at previous notifications we had received. Services tell us about important events relating to the care they provide using a notification. A notification is information about important events which the provider is required to tell us about in law. In addition we reviewed the information we held about the home and contacted the commissioners of the service to obtain their views about the service.

Updated 2 November 2015

We undertook an announced inspection of Housing and Care 21 Erdington House Domiciliary Care Agency (DCA) on 1 October 2015. We told the provider two days before our visit that we would be coming. Housing and Care 21 Erdington House provides personal care to people living in their own flats in extra care housing (supported living scheme). The service also provided extra facilities for people. An on site restaurant, dining area and furnished lounge was available for people to use. On the day of our inspection 19 people were receiving a personal care service. The service had not been inspected before.

There was not a registered manager in post. The registered manager had left the organisation. A new manager was applying for registration with the Care Quality Commission. In the interim, a registered manager from another location was covering the service. 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.

There were sufficient numbers of staff deployed to meet people’s needs. However, the majority of staff were agency staff. People and their relatives told us this impacted on their lives and the care they received. One relative said “They do not seem to be able to retain staff”. People told us some agency staff were task focussed.

People were safe. Staff had received regular training to make sure they stayed up to date with recognising and reporting safety concerns. Records confirmed the service notified the appropriate authorities where concerns relating to suspected abuse were identified.

Where risks to people had been identified risk assessments were in place and action had been taken to reduce the risks. Staff were aware of people’s needs and followed guidance to keep them safe.

Staff completed induction and shadowed experienced staff before working on their own at the service. Staff also had access to further training to develop their skills.

Staff had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their work. The manager was knowledgeable about the MCA and how to ensure the rights of people who lacked capacity were protected.

People told us they were confident they would be listened to and action would be taken. The service had systems to assess the quality of the service provided in the home. Learning was identified and action taken to make improvements which improved people’s safety and quality of life. Systems were in place that ensured people were protected against the risks of unsafe or inappropriate care.

People’s opinions were sought through annual surveys. The results were collated and the manager used the information to improve the service. A residents association had been formed and regular meetings were scheduled.

Staff spoke positively about the support they received from the manager. Staff supervision records were up to date and they received annual appraisals. Staff told us the manager was approachable and there was a good level of communication within the service.

Most people knew the manager. However, some did not and felt the lack of a registered manager had affected the service. The interim manager covering the service was open and honest and had helped to instil an open and transparent culture.

We identified one breach of the Health and Social Care Act 2008 (Regulated Activity) Regulation 2014. You can see what action we have required the provider to take at the end of this report.