23 September 2016
During a routine inspection
The service is registered to provide domiciliary care and support within people's own homes and the community. It is situated in the Richmond area.
There was a registered manager in post. 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 and associated Regulations about how the service is run.
This is the first inspection since registration.
One person’s relatives said the service provided was that which was required. The support provided was flexible to meet the needs of the person using the service and the designated tasks were generally carried out to their satisfaction. They thought the service provided was safe, effective, caring, responsive and well led, although there were areas that could be improved on.
The records were kept up to date and covered all aspects of the care and support the person received, their choices and identified and met their needs. They were clearly recorded, fully completed, and contained regularly reviewed information that enabled staff to perform their duties.
Staff where knowledgeable about the person they were supporting and the way the person liked to be supported. Staff provided care and support in a professional and friendly way that was focussed on the individual and they had appropriate skills to do so. Staff had received induction and refresher training that enabled them to carry out their tasks.
If required people and their relatives were encouraged to discuss with the manager and staff, any health and other needs that may affect the way support was provided. Agreed information was passed on to GP’s and other community based health professionals, if appropriate. If required staff were available to protect people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s meal likes, dislikes and preferences were met. Currently there was no one receiving a service that required this support.
The agency staff knew about the Mental Capacity Act and their responsibilities regarding it.
One person’s relatives told us the office, management team and organisation were approachable, reasonably responsive, encouraged feedback and monitored and assessed the quality of the service provided.