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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 12 May 2018

This inspection took place on 27, 28 March and 6 April 2018. At the time of the inspection there were over 600 people receiving a service of around 7200 hours and 15400 visits each week. Around 370 care support workers were employed by the service who received support from field care supervisors. In addition to this, care coordinators, training manager, training administrator, administrators, person centred care administrator, community liaison officer, compliance manager and the registered manager were based at the agency office.

This service is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing. It provides a service to older adults, people with; dementia, mental health, learning disabilities or autistic spectrum disorder or people who misuse drugs and alcohol.

This service also provides care to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care service.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service had a manager in place who was registered with the Care Quality Commission (CQC). 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.

Systems were in place for the safe management and administration of medicines.

The service had followed their policies and procedures when recruiting new staff however, recording of some information needed to be more robust.

We saw there were sufficient numbers of staff employed to meet people's individual needs, however, additional cover arrangements when people left, were on holiday or off sick required improvement to ensure consistency for people.

Staff received training on safeguarding adults from abuse and understood their responsibilities in respect of protecting people from the risk of harm. Most staff had basic understanding of their responsibilities under the Mental Capacity Act.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People expressed satisfaction with the support they received from staff. The feedback we received confirmed people had positive relationships with staff and felt they genuinely cared about them.

Staff told us they were well supported by their supervisors and the management team. They received a structured induction programme when they were new in post and regular refresher training. This included training on the administration of medicines.

There was a record of any accidents or incidents involving both people who received a service and staff. This allowed the provider to monitor whether any patterns were emerging or if any improvements to staff practice were required.

There was a complaints policy and procedure made available to people who received a service and their relatives. Complaints records showed any complaints received had been investigated and people had been informed of the outcome.

The service sought feedback from peopl

Inspection areas

Safe

Requires improvement

Updated 12 May 2018

The service has deteriorated to requires improvement.

Effective

Good

Updated 12 May 2018

The service remains Good.

Caring

Good

Updated 12 May 2018

The service remains Good.

Responsive

Good

Updated 12 May 2018

The service remains Good.

Well-led

Good

Updated 12 May 2018

The service has improved to Good.