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Archived: Interserve Healthcare - South Coast Good

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Good

Updated 10 August 2016

The inspection took place on the 12 June 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. We wanted to be sure that someone would be in to speak with us.

Interserve Healthcare Brighton provides domiciliary care and support for people in their own home. The service provides personal care, help, and support to people with a variety of needs. Care services are delivered to adults, children and young people with varying conditions including spinal injuries, acquired brain injuries, learning disabilities and mental health requirements. At the time of our inspection 23 people were receiving a service, which of 7 adults and 11 children were receiving the regulated activity of personal care.

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 and relatives told us they felt safe using the service, that staff were kind and the care they received was good. Comments included “We are really satisfied that our relative is in safe hands, otherwise we couldn’t leave him with his carer” and “They are a life saver, you can’t fault them. I have such a complex condition and I know that I am at risk if I am without care. I feel safe with them and have a fantastic rapport I have built up over the years”.

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.

The service 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 development courses to increase their understanding of the needs of people using the service. One member of staff told us “The training is very good, and we get many updates each year to ensure we are up to date”. On speaking with staff we found them to be knowledgeable and skilled in their role.

People and relatives told us that staff were kind and caring. Comments included “The care I get is amazing, in fact I put one of my carers through to carer of the month this month. That’s how brilliant she is” and “You can’t actually fault the care. The quality of the caring and nursing staff is extremely high and the only problem is that there is not enough of them”

People and relatives 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.

The registered manager monitored the quality of the service by the use of regular checks and internal quality audits t

Inspection areas

Safe

Good

Updated 10 August 2016

The service was safe.

There were processes in place to ensure people were protected from the risk of abuse and staff were aware of safeguarding procedures.

Assessments were undertaken of risks to people who used the service and staff. There were processes for recording accidents and incidents. We saw that appropriate action was taken in response to incidents to maintain the safety of people who used the service.

People were supported to receive their medicines safely. There were appropriate staffing levels to meet the needs of people who used the service.

Effective

Good

Updated 10 August 2016

The service was effective.

Staff had the skills and knowledge to meet people�s needs. Staff received an induction and regular training to ensure they had up to date information to undertake their roles and responsibilities.

Staff had an understanding of and acted in line with the principles of the Mental Capacity Act 2005. This ensured that people�s rights were protected in relation to making decisions about their care and treatment.

People were supported at mealtimes to access food and drink of their choice in their homes and assisted where needed to access healthcare services.

Caring

Good

Updated 10 August 2016

The service was caring.

People told us the care staff were caring and friendly.

People�s privacy and dignity were respected and their independence was promoted.

People and their relatives were involved in making decisions about their care and the support they received.

Responsive

Good

Updated 10 August 2016

The service was responsive.

Assessments were undertaken and care plans developed to identify people�s health and support needs.

There was a system in place to manage complaints and comments. People felt able to make a complaint and were confident that complaints would be listened to and acted on.

Staff were aware of people�s preferences and how best to meet those needs.

Well-led

Good

Updated 10 August 2016

The service was well-led.

Staff were supported by the registered manager. There was open communication within the staff team and staff felt comfortable discussing any concerns with their manager.

People we spoke with felt the registered manager was approachable and supportive.

The registered manager and provider carried out regular audits to monitor the quality of the service and drive improvements.