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Home Instead Senior Care Crawley Good


Inspection carried out on 14 January 2019

During a routine inspection

The inspection was announced and took place on 14 January 2019.

Home Instead Senior Care Crawley provides personal care and support to people in their own homes. Personal care and support can be provided for people living with a learning disability, autism, dementia, mental health needs, older people, younger adults and people with a physical disability or sensory impairment. At the time of the inspection personal care was provided to 15 people in their own home.

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 ongoing 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.

Staff had a good awareness of the importance of protecting people and what to do if they considered people were not being treated appropriately. Risks were assessed and there were procedures for care staff to follow to ensure people were safely supported. Medicines were safely managed.

Sufficient numbers of staff were provided to meet people’s needs. Checks were made on the suitability of new staff to work in a care setting. Staff were trained in infection control and had access to protective clothing to help prevent the spread of infection. Reviews of accidents and incidents took place.

Care staff were supported well and had access to a range of training courses including nationally recognised qualifications in care.

People’s nutritional needs were assessed and people were supported with food and drinks, when this was needed. Health care needs were assessed and the provider made referrals to health services where this was needed.

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. The provider had a good knowledge of the Mental Capacity Act 2005 and made appropriate referrals to the local authority when people did not have capacity and whose freedom needed to be restricted for their own safety.

Care staff treated people with dignity and respect. People were supported to make decisions about their care and support, which promoted their independence. Care staff had a good understanding of the need to ensure people’s privacy was upheld.

People’s needs were assessed. Each person had care plans which reflected their needs, preferences and choices. People and their relatives told us the staff were responsive to people’s care needs and ensured person centred care was provided. People’s communication needs were assessed.

Relatives said they had a good dialogue with the care staff and management team. They told us they felt able to raise any concerns and issues were always responded to.

The service was well-led. The provider had systems to assess and monitor the quality of the service. These included seeking the views of people, their relatives and staff about the quality of the service. Staff performance was monitored and staff were supported to develop their skills and knowledge.

Further information is in the detailed findings below.

Inspection carried out on 7 June 2016

During a routine inspection

The inspection took place on the 7 June 2016 and was announced. The provider was given 48 hour’s notice because the location provides a domiciliary care service. We wanted to be sure that someone would be in to speak with us.

Home Instead Senior Care Crawley is a domiciliary care service which provides personal care and support services for a range of people living in their own homes. These included older people and people living with dementia. At the time of our inspection 28 people were receiving a service, of which eight were receiving the regulated activity of personal care.

The service did not have a registered manager. 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 previous registered manager had recently left the service. The provider had recruited a new manager who was due to start within a week of the inspection.

The experiences of people were positive. People told us they felt safe, that staff were kind and the care they received was good. One person told us “I feel safe with everyone that comes to visit”. A relative told us “It feels so safe leaving the staff with my relative”.

People told us that staff were kind and caring. One person told us “All the carers are lovely, just wonderful”. Another person said “They are caring, considerate and respect me”.

The provider had arrangements in place for the safe administration of medicines. People were supported to receive their medicine when they needed it. People were supported to maintain good health and had assistance to access to health care services when needed.

People told us they received their care calls consistently and always received the care they required. Risks to people were assessed and monitored to ensure action was taken to avoid accidents and the deterioration of people’s health. The service had recruited a sufficient number of suitably qualified staff to meet people’s needs. Recruitment practice was robust and protected people from the risk of receiving support from staff who were unsuitable.

The service considered peoples capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. Staff observed the key principles in their day to day work checking with people that they were happy for them to undertake care tasks before they proceeded.

Staff were skilled and felt fully supported by the provider to undertake their roles. They were given training updates, supervision and development opportunities. One member of staff told us “The training on induction was detailed and good. We learnt a lot and then when I started [the providers name] took me out to visit a person and go through their care needs and introduce me to them, all very good”.

People were happy with the care they received, and said they saw regular consistent staff that knew them well and treated them with kindness. One person told us “Consistent staff who are always on time for the calls”.

People and their relatives were given information on how to make a complaint. Feedback from people was asked for and responded to. One person told us “I have no issues, any concerns they would deal with straight away no problem”.

The service was well led and had good leadership and direction from the provider. People, relatives and health professionals were complimentary of the management of the service. One relative told us “Could not praise the management more. Consistently supportive with everything, totally professional over and above” Staff felt fully supported by the provider to undertake their roles. There were quality assurance systems in place to ensure a high quality of care and support was provided.