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Inspection carried out on 11 September 2019

During a routine inspection

About the service

Glenavon Care Limited is a domiciliary care agency providing personal care to people living in their own houses and flats in the community. At the time of the inspection there were 81 people using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

There was a new registered manager since our last inspection. We received positive feedback from people, families, staff and professionals about their commitment and enthusiasm. A relative told us, “ They do listen and try to do what we want, it’s not completely done but it’s much improved.” The management changes and turnover in staff had caused a temporary period of unrest. However, the provider and registered manager had responded well and taken effective action to make things better. There was a passion for continually improving and investing in the service.

Senior staff checked the care to ensure it met people’s needs. The provider was arranging additional external checks which would provide increased oversight and help ensure the systems worked well and people received good care.

The registered manager investigated concerns about people’s safety and took action to make the service safer. There were improved measures in place to assess and manage risk across the service. A new on-call log promoted communication and consistency outside of office hours.

There were enough safely recruited staff to meet people’s needs. There were effective systems in place to monitor staff visits and ensure people received the agreed support. Staff supported people to take medicines safely and checks on staff competency in this area were improving.

Staff were supported to develop their skills. The provider and registered manager were investing and promoting improvements in staff training. Senior staff carried out observations to ensure people were receiving a good quality of support.

Staff worked effectively to enable people to maintain their health and wellbeing, involving families and health and social care professionals when required. Staff worked alongside other professionals to meet the needs of people who required palliative care.

People were supported to have maximum choice and control of their lives and staff them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff knew people’s needs well and provided consistent personalised support. People told us poor care was not tolerated and the overall attitude and approach of care staff had improved. Staff were respectful and treated people with dignity.

The provider and registered manager were improving care plans to ensure care records reflected the good care staff provided. People had a say in the service they received. Staff communicated well with people to review and adapt care to reflect changing needs. People and families were supported to raise concerns and make complaints and the service adapted the care provided in response to this information.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 26 January 2017 )

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 6 December 2016

During a routine inspection

The inspection took place on 6 and 8 December 2016 and was announced.

Glenavon Care is a domiciliary care service that provides personal care to people living in their own homes. They predominantly provide a service for older adults, some of whom may be living with dementia or may have a physical disability. The service does not provide nursing care. At the time of our inspection there were approximately 86 people using the service.

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 2008 and associated Regulations about how the service is run. The director of the company was the registered manager and there was also a general manager.

When we last visited the service we found staff did not have enough information to keep people safe and meet their individual needs. There were insufficient measures in place to check people were receiving a good quality care service. At this inspection we found people received a much improved service and there were systems in place to help ensure people’s needs were met in a safe and effective manner.

People were supported to remain safe in their own homes. Staff knew what to do if they were concerned a person was not safe. Individual risk assessments had been carried out and measures put in place to minimise potential harm. In response to a growing service, the manager was improving systems to manage risk within the organisation. People received their medicines safely and as prescribed. Staff had sufficient time to meet people’s needs safely and in a personalised way. The provider had a robust recruitment process which helped protect people from the risk of avoidable harm.

Staff received good quality training which enabled them to meet people’s needs effectively. People were given choices when receiving care and the service was meeting its responsibilities under the Mental Capacity Act. People were supported to consume food and drink of their choice. Staff worked well with people to help them maintain good health and to access health care professionals, where necessary.

People were treated with compassion and respect by staff. Care plans were in place which outlined people’s needs in a detailed way, which enabled staff to provide an individualised service. When people made a complaint senior staff were dedicated to providing a personalised response and avoiding future errors.

There was a visible owner and manager who were committed to providing a good quality service and continually driving improvements. There were thorough measures in place to check the quality of the service people received. The management team worked well together and supported staff to be motivated and dedicated.

Inspection carried out on 8 December 2015

During a routine inspection

The inspection took place on 8 December 2015 and was announced.

Glenavon Care Limited started providing care to people in April 2015. It is a small, domiciliary care

agency providing personal care and support services to people living in their own homes. These included people living with dementia and people with a physical disability. At the time of our inspection there were approximately 40 people using the service.

A registered manager was in post at the service. 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.

People’s needs and risks were not assessed fully. Therefore, staff did not always have sufficient guidance and information to meet people’s needs and support them to minimise risk. People were supported by staff who were safely recruited; however systems to manage the deployment of staff were not running smoothly, therefore some people experienced late and missed visits.

The manager was committed to improving the service and responding to concerns raised, however improvements were not always implemented in a structured way. The manager had not yet developed an effective system to routinely monitor the safety, quality and effectiveness of the service being delivered and use any information gathered to drive improvements.

Staff checked with people that they were happy for them to undertake care tasks before they proceeded, but were not fully aware of their responsibilities under the Mental Capacity Act 2005 (MCA).

Staff did not consistently receive a personalised service and did not always receive a positive response to their complaints. People were treated with kindness, dignity and respect by staff.

Staff knew what actions to take to protect people from abuse. There were systems in place to support people to take their prescribed medicines safely. Staff took account of people’s health and nutritional needs and supported people to access health care professionals when needed.