This inspection took place on 22, 25 January and 2 February 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that the registered manager would be available.
Precious Hope and Home Care Limited – Milton Keynes provides personal care to people in their own homes. At the time of our inspection we were informed that seven people were using the service.
The service did not have 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 2008 and associated Regulations about how the service is run.
The registered manager for the service had resigned in December 2015 however they had yet to cancel their registration with the Care Quality Commission (CQC). The provider told us they had appointed a new manager for the service and they had taken up post in January 2016. The newly appointed manager had submitted the relevant documents to CQC to begin the registered manager application process.
Records in relation to complaints did not always fully evidence how the provider investigated complaints, the actions taken or whether complainants were kept informed of the outcome of complaints.
Staff knew how to recognise signs of abuse and what they needed to do to protect people from abuse.
Risks to individuals were identified and managed. The staff knew how to manage the risks to people using service.
Staffing arrangements ensured there were sufficient numbers of staff available to meet people’s needs. The recruitment systems ensured that staff had the right mix of skills, knowledge and experience and were suitable to work with people using the service.
Staff were trained in the safe administration of medicines and where the service was responsible people were supported to take their medicines safely.
Staff received regular training which provided them with the knowledge and skills to meet people’s needs. They also received regular supervision and support from the provider.
Staff sought people’s consent before providing any care and support. They were knowledgeable about the requirements of the Mental Capacity Act (MCA) 2005 legislation.
Where the service was responsible, people were supported to have a balanced diet.
Staff met people’s day to day health needs and took appropriate action in response to changing health conditions.
People were treated with kindness and compassion and their privacy was respected. The staff understood and promoted the principles of person centred care.
People’s needs were assessed and their care plans reflected how they wanted to receive their care and support. People using the service and/or their relatives were involved in care reviews.
Quality assurance systems were used to measure and review the delivery of care and identify areas for improvement.