26 May 2016
During a routine inspection
Kare Plus Durham is a domiciliary care service that is registered for the regulated activity of personal care. The service provides care and support to people in their own homes in the north Durham and Gateshead areas. The care offered varied from short visits to 24 hour care. A number of people were receiving care at the end of their lives. There were ten people using the service at the time of the inspection.
The service had a registered manager who had been in post since December 2015. 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.
We found that people’s care was delivered safely and in a way of their choosing. They were supported in a manner that reflected their wishes and assisted them to remain as independent as possible. Where people’s needs could not be met safely or effectively by the service this work was declined.
People’s medicines were managed well. Staff watched for potential side effects and sought medical advice as needed when people’s conditions changed. People and their family carers were supported to manage their own medicines if they wished.
Staff felt they were well trained and encouraged to look for ways to further improve their skills. Staff told us they felt valued and this was reflected in the way they talked about the service, the new manager and the people they supported.
People who used the service were matched up with suitable staff to support their needs, and if people requested changes these were facilitated quickly. People were complimentary about the service. They were included and involved in their care by the staff and manager and felt the service provided met their needs.
There were high levels of contact between the staff, the manager and people, seeking feedback and offering support as people’s needs changed quickly. People felt able to raise any questions or concerns and felt these would be acted upon.
When people’s needs changed staff took action, seeking external professional help and incorporating any changes into care plans and their working practices. Staff worked to support people’s long term relationships and kept them involved in activities that mattered to them. People thought that staff were open and transparent with them about issues and sought their advice and input regularly.
The registered manager was seen as a good and compassionate leader, by both staff and people using the service. They were trusted and had created a strong sense of commitment to meeting people’s diverse needs and supporting staff.