Background to this inspection
Updated
9 December 2015
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.
This inspection took place on 5 November 2015 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care services and we needed to be sure that the registered manager would be in. The inspection was undertaken by one inspector.
Prior to this inspection we reviewed information we held about the service including statutory notifications that had been submitted. Statutory notifications include information about important events which the provider is required to send us by law. We contacted the local authority that commissioned the service to obtain their views.
We used a number of different methods to help us understand the experiences of people using the service. The two people using the service at the time of our inspection were not able to talk with us about the care and support they received. However, we were able to speak with their relatives. In addition, we also spoke with one nurse employed by the provider, two health care assistants, the branch consultant and the registered manager to determine whether the service had robust quality systems in place.
We reviewed care records relating to the two people using the service, four staff files that contained information about recruitment, induction, training, supervisions and appraisals. We also looked at further records relating to the management of the service including quality audits.
Updated
9 December 2015
This inspection took place on 05 November 2015 and was announced.
Interserve Healthcare - Milton Keynes, delivers bespokehealthcare services to people in their own homes. They provide a care service to adults, children and young people with varying conditions including spinal injuries, acquired brain injuries, learning disabilities and mental health requirements. At the time of our inspection there were two people using the service.
The service had 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.
Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to use the whistleblowing procedure. Risk assessments were centred on the needs of the individual. Potential risks to people had been identified and plans put into place to enable them to live as safely and independently as possible.
Robust recruitment checks took place in order to establish that staff were safe to work with people before they commenced employment. There were sufficient numbers of staff available to meet people’s care and support needs. Medicines were stored, administered and recorded safely and correctly. Staff were trained in the safe administration of medicines and maintained relevant records that were accurate.
Staff received regular training which provided them with the knowledge and skills to meet people’s needs in a person centred manner. They were well supported by the registered manager and senior management team in respect of supervision and informal support. Specialist training was provided to staff that was specific to the person they were providing care for. This provided staff with the knowledge and skills to meet people’s needs in an effective and individualised way.
Staff sought people’s consent before they provided care and support. All staff and management had a good understanding of the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS) and were knowledgeable about the requirements of the legislation.
People could access suitable amounts of nutritious food that they enjoyed and which met their individual preferences and dietary needs. Referrals to other health and social care professionals were made when appropriate to maintain people’s health and well-being. Staff worked closely with other professionals to ensure people’s needs were fully met.
There were positive relationships between people, their families and members of staff. People and their families were treated with kindness and compassion. People’s rights in making decisions and suggestions in relation to their support and care were valued and acted on. The privacy and dignity of people was promoted by staff and they treated people with respect.
People received care that was responsive to their needs and centred around them as individuals. People’s needs were assessed and care plans gave clear guidance on how they were to be supported. Records showed that people and their relatives were involved in the assessment process and review of their care.
The service had an effective complaints procedure in place. There were appropriate systems in place for responding to complaints. Staff were responsive to people’s worries, anxieties and concerns and acted promptly to resolve them.
The service was well-led with systems to check that the care of people was effective, the staffing levels sufficient, and staff appropriately trained so they had the skills to provide safe care and support.
The culture within the service was positive; staff were motivated and committed to their work. They strived to give people positive care experiences and worked hard to ensure that people had ample opportunities to achieve their goals.