24 March 2015
During a routine inspection
This was an announced inspection and took place on 24 March 2015. 48 hours’ notice of the inspection was given because the service is a domiciliary care agency and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
CRG Homecare Richmond provides personal care for people in their own homes. The office is based 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.
At the last inspection in October 2013 the agency met the regulations we inspected against. At this inspection the agency met the regulations.
People said the service provided was good and that they were satisfied with it. They were positive about the choice and quality of the service provided. They thought it was safe, effective and that staff were caring, responsive and well led.
The records were kept up to date and covered all aspects of the care and support people received. Their choices were identified and their needs were met. The records contained clearly recorded, fully completed, and regularly reviewed information that enabled staff to perform their duties.
Staff were knowledgeable about the people they supported, their care they needs and got support from the service to provide it. They had appropriate skills and provided care and support in a professional, friendly and supportive way that was focussed on the individual. The staff were well trained and said the organisation was flexible, a good one to work for and they enjoyed their work. They had access to training, and support.
People were encouraged to discuss health and other needs with staff if appropriate. Any health information of concern was passed on to the person’s GP’s and other community based health professionals, with their permission. People were protected from nutrition and hydration associated risks with balanced diets that also met their likes, dislikes and preferences.
People told us the manager was approachable, responsive, encouraged feedback from them and consistently monitored and assessed the quality of the service provided.