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Interserve Healthcare - Tees Valley Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 20 July 2019

About the service

Interserve Healthcare – Tees Valley is a domiciliary care agency. The service provides personal care to children, young people and adults living in their own houses and flats in the community. At the time of our inspection 17 people were using the service.

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

Significant improvements had been made to people’s safety and wellbeing since the last inspection. The provider had recruited a registered manager who had made a positive impact on the staff morale and service culture. This had led to children, young people and adults experiencing better care and feelings of wellbeing.

The service provided was much more reliable. However, there were times when calls had not been covered. This had not placed people at risk of harm as parents and relatives had stepped into provide support, but this had impacted on parents and relatives wellbeing. The provider was rolling out permanent contracts to staff to improve staff retention and reliability.

Staff had the skills and knowledge to deliver care and support in a person-centred way. Where there were gaps in training this had been identified by the registered manager. Staff were caring and understood people’s likes, dislikes and preferences. They worked with people to ensure they received support how they wanted it.

There were systems in place for the management of medicines. However, sometimes there was a delay in returning medicine records to the service for checking, which meant there could be a delay in picking up on any errors.

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.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

The provider was open and approachable which enabled people to share their views and raise concerns. People told us if they were worried about anything they would be comfortable to talk with staff or the registered manager.

The provider monitored quality, acted quickly when change was required, sought people's views and planned ongoing improvements.

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

Rating at last inspection and update The last rating for this service was requires improvement (published 21 November 2018) and found two breaches in regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations. This service has been rated requires improvement for the last two consecutive inspections.

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.

Inspection areas

Safe

Good

Updated 20 July 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 20 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 20 July 2019

The service was caring.

Details are in our effective findings below.

Responsive

Requires improvement

Updated 20 July 2019

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 20 July 2019

The service was not always well-led.

Details are in our well-Led findings below.