7 December 2016
During a routine inspection
We carried out this comprehensive inspection on 7 and 8 December 2016. The inspection was announced which meant the provider was informed in advance that we would be visiting. This was because the service is provided to people in their own homes and we wanted to make sure the registered manager, or someone acting on their behalf, was available to support the inspection.
There was a registered manager in post at the time of our inspection. 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. However, the registered manager was on a period of extended leave. They were therefore not available to assist with the inspection.
In the absence of the registered manager, another manager was visiting the service on a regular basis. They were a registered manager of another branch within the organisation so were aware the agency’s procedures and regulation. Management such as the Quality Manager were providing additional support, as required.
People and their relatives were happy with the support provided. They felt the service was reliable and people were supported by the same staff which ensured continuity. Positive relationships had been built and there were no concerns about missed or late calls. People were assisted to receive their medicines as prescribed and were well supported with other areas such as meal preparation. Their rights to privacy, dignity, choice and independence were promoted. Potential risks to people’s safety had been identified and measures were in place to reduce harm. People were involved in making decisions and directing their support. Each person had a support plan, which they were involved in developing. People and their relatives knew how to make a complaint and were confident any issues would be properly addressed. They were encouraged to give their views about the service both informally and through the use of surveys.
People were supported by staff who were well supported. Staff met with their line manager to discuss their performance although focus was being given to the frequency of these sessions. Staff received a range of training to enable them to do their job more effectively. They were aware of their responsibilities to report any suspicion or allegation of abuse. Safe recruitment practice was in place and there were enough staff to support people. Further recruitment was taking place to enable greater flexibility and to expand the number of people who could be supported.
There were systems in place to monitor the safety and quality of the service. These included various audits and the monitoring of staff’s practice. Records showed action was being taken in response to any shortfalls identified. There was a clear ethos of providing good quality support as well as learning, developing and improving further. The covering manager had identified what the agency did well and what needed to improve. They said improving people’s support plans, was being addressed to ensure greater clarity.