17 October 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
The inspection took place on 5 and 7 September 2018. It was an announced inspection carried out by one inspector. We gave the service 48 hours’ notice as we wanted to be certain the manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to make arrangements with people so that we could visit them in their homes to find out their experience of using the service.
We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed information we held about the service including feedback sent to us from other stakeholders, for example the local authority and members of the public. Providers are required to notify the Care Quality Commission (CQC) about events and incidents that occur including unexpected deaths, injuries to people receiving care and safeguarding matters. We reviewed the notifications the provider had sent us.
As part of this inspection, 41 CQC questionnaires were sent to relatives, staff and community care professionals. We reviewed the 13 responses received.
Inspection activity started on 5 September 2018 and ended 20 September 2018. The inspector visited the office location on 5 September 2018. We spoke with the provider’s nominated individual, the manager, the deputy manager and the occupational development co-ordinator, and five care workers. We reviewed the care records of five people to check they were receiving their care as planned. We looked at records relating to the management of the service, staff recruitment and training, and systems for monitoring the quality of the service.
On 7 September 2018 with their permission, we visited four people in their homes and spoke to them and four relatives. We also looked at their care records.
On 12 and 13 September we carried out telephone interviews and spoke to six people who used the service and two relatives. We spoke with six care workers. We also received electronic feedback from two relatives and two community professionals. On 20 September 2018 we provided feedback to the management team.
17 October 2018
My Care at Home Limited is a domiciliary care agency. It provides personal care to people living in their own home. It provides a service to adults. At the time of this announced inspection of 5 and 7 September 2018 there were 43 people who used the service. The provider was given 48 hours’ notice because we wanted to be certain the manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to seek agreements with people so that we could visit them in their homes to find out about their experience of using the service.
At our last inspection on 28 January 2016, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good.
At this inspection 05 and 07 September 2018, we found the evidence continued to support the overall 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.
The service continued to provide people with a safe service. Care staff understood their roles and responsibilities in keeping people safe. Risks to people continued to be managed well, including from abuse and in their daily lives. The service learned from incidents to improve the service. Care workers had been recruited safely and there were enough care staff to cover people’s planned visits. Where people required assistance to take their medicines there were arrangements in place to provide this support safely. Systems were in place to reduce the risks of cross infection.
The service continued to provide people with an effective service. Care workers were trained and supported to meet people’s needs. 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. Where required, people were supported with their dietary needs. People were supported to maintain good health and access healthcare services where needed. The service worked with other organisations in people’s care to provide a consistent service.
The service continued to provide people with a caring service. Care workers had developed good relationships with people. They consistently protected people’s privacy and dignity and promoted their independence.
The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People’s care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives. The service listened to people’s experiences, concerns and complaints and acted where needed.
The service continued to provide a well-led service. A system of audits ensured the provider had oversight of the quality and safety of the service and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.