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Inspection Summary


Overall summary & rating

Good

Updated 17 January 2019

Generixcare Luton is a domiciliary care service. They provide care and support to people living in their own homes so that they could live as independently as possible. Not everyone using Generixcare Luton receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection, 36 people were being supported by the service.

This announced comprehensive inspection took place between 5 December 2018 and 21 December 2018.

Following the last inspection in August 2017, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions Safe and Well-led to at least good. At this inspection, we found they had improved the areas we had previously been concerned about. However, Well-led was again rated ‘requires improvement’ because further improvements were required to the deployment of staff to improve the timeliness of care visits and people’s overall experience of the service. They needed to ensure that systems in place to improve this were effective to enable them to achieve this quickly.

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.

People were safe because there were effective risk assessments in place, and systems to keep them safe from abuse or harm. There were now safe staff recruitment processes in place and there were sufficient numbers of staff to support people safely. Staff took appropriate precautions to ensure people were protected from the risk of acquired infections. People’s medicines were managed safely, and there was evidence of learning from incidents.

People’s needs had been assessed and they had care plans that took account of their individual needs, preferences, and choices. Staff had regular supervision and they had been trained to meet people’s individual needs effectively. The requirements of the Mental Capacity Act 2005 were being met, and staff understood their roles and responsibilities to seek people’s consent prior to care and support being provided. Where required, people had been supported to have enough to eat and drink to maintain their health and wellbeing. They were also supported to access healthcare services when urgent care was needed.

People were supported by caring, friendly and respectful staff. They were supported to have maximum choice and control of their lives, and the policies and systems in the service supported this practice.

Staff regularly reviewed the care provided to people with their input to ensure that this continued to meet their individual needs, in a person-centred way. The provider had an effective system to handle complaints and concerns. Improvements were made in response to concerns raised by people. However, further work was necessary to ensure staff knew how people wanted to be supported at the end of their lives.

Inspection areas

Safe

Good

Updated 17 January 2019

The service was safe.

There were systems in place to protect people from potential abuse and harm.

There were safe staff recruitment procedures and there was enough staff to support people safely.

People’s medicines were being managed safely.

Incidents and accidents were reviewed in order to put systems to prevent recurrence.

Effective

Good

Updated 17 January 2019

The service was effective.

Assessments of people's care needs meant their care was tailored to effectively meet their individual needs.

Staff received regular training, supervision and support to enable them to effectively meet people's needs.

Where required, people were supported to have enough to eat and drink to maintain their health and wellbeing.

The requirements of the Mental Capacity Act 2005 were being met.

Caring

Good

Updated 17 January 2019

The service was caring.

People were supported by caring and friendly staff.

Staff respected people’s choices and supported them to maintain their independence.

People were supported in a respectful manner that promoted their privacy and dignity.

Responsive

Good

Updated 17 January 2019

The service was responsive.

People received person-centred care. They were supported by responsive and attentive staff.

The provider had a system to manage people’s complaints and concerns.

Further work was necessary to ensure staff knew how people wanted to be supported at the end of their lives.

Well-led

Requires improvement

Updated 17 January 2019

The provider had systems in place to assess and monitor the quality of the service.

People and staff were enabled to share their experiences of the service. However, further work was necessary to improve the consistency of care visit times and people's experiences of the service.

The service worked closely with other stakeholders to ensure that they provided the care people required and expected.