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Lavender Support Services Ltd Good

This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 29 August 2019

During a routine inspection

About the service: Lavender Support Services Ltd is a domiciliary care agency providing personal care to people living in their own homes in Northamptonshire. At the time of the inspection 48 people were receiving personal care.

People’s experience of using this service:

People told us they would recommend the service to others. One person said, “Absolutely, I have done, and the company was also recommended to me by a friend.”

The service had a positive ethos and an open culture. The management team were approachable, understood the needs of people, and listened to staff. There were effective systems in place to monitor the quality of the service and drive improvements.

People continued to be cared for safely and with compassion. Staff were friendly, caring and passionate about their work; they treated people with respect and maintained their dignity.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People had personalised plans of care in place to enable staff to provide consistent care and support in line with people’s personal preferences.

People were protected from the risk of harm and received their prescribed medicines safely.

Staff were appropriately recruited and there were enough staff to provide care and support to people to meet their needs. Staff had access to the support, supervision and training they required to work effectively in their roles.

Information was provided to people in an accessible format to enable them to make decisions about their care and support. People knew how to raise a concern or make a complaint and the provider had implemented effective systems to manage any complaints received.

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 28 February 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 re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 24 January 2017

During a routine inspection

This inspection took place on 24 and 26 January 2017 and was announced.

Lavender Support Services limited provides personal care to people who live in their own homes in order for them to maintain their independence.

At the time of our inspection the provider confirmed they were providing personal care to 45 people.

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.

Staff had a good understanding of the different types of abuse and the safeguarding procedures that should be followed to report abuse. Staff were confident that the right action would be taken should they report any abuse within the service.

Risk assessments were in place to support people and staff to reduce the risks that may be present within various areas of people’s lives. They enabled people to be as independent as possible.

Staffing levels were adequate to meet people's current needs. People told us that staff arrived on time and did not miss any calls.

The staff recruitment procedures that were in place ensured that appropriate pre-employment checks were carried out. This ensured only suitable staff worked at the service and people were supported safely.

Staff induction training and on-going training was provided to ensure they had the skills, knowledge and support they needed to perform their roles. Training was provided for the specific needs of the people being supported, and staff felt that they were suitably trained to support a variety of needs.

People told us that their medicines were administered safely and on time. The medication records we looked at were completed accurately and were regularly audited.

Staff were well supported by the registered manager and senior team, and had regular one to one supervisions so that they could discuss their work and set targets.

People's consent was gained before any care was provided and the requirements of the Mental Capacity Act 2005 were met.

People were able to choose the food and drink they wanted and staff supported people with this when required. People were supported to access health appointments when necessary, and the service was able to make referrals to various health professionals to support people’s needs.

Staff treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. People and their relatives were happy that they were able to develop positive relationships with the staff that came in to their homes.

People felt involved in their own care planning and were able to contribute to the way in which they were supported. People’s views were recorded at reviews and updated accordingly.

The service had a complaints procedure in place to ensure that people and their families were able to provide feedback about their care and to help the service make improvements where required. The people we spoke with knew how to use it.

Quality monitoring systems and processes were used effectively to drive future improvement and identify where action was needed. Detailed and thorough audits took place regularly.