28 June 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.
This inspection took place 25 April, 2 and 4 May 2018 and was announced. The provider was given notice because we needed to be sure that the registered managers were available. The inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
The inspector visited the agency office on 2 May 2018. Before, during and after the visit to the provider's office we carried out telephone interviews with people who used the service, their relatives and staff from all three areas. This included eight people who used the service and six relatives. We also spoke with seven care workers both over the telephone and in person.
Before the inspection we reviewed information we held about the service. This included looking at information we had received about the service. We also contacted the local authority contracts and safeguarding teams.
We asked the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider returned the PIR in a timely manner. We also looked at notifications sent to us by the provider. A notification is information about important events which the provider is required to tell us about by law.
During our visit to the agency office we spoke with two board members, the chief executive officer, head of care and the registered managers. We looked at four people’s care records, three staff recruitment files, training records and other records relating to the day to day running of the service. The office we visited had all the care plans and staff files for staff working across the three areas.
28 June 2018
This inspection took place on 25th April, 2nd & 4th May 2018 and was announced. The provider was given short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager would be available. This was the first inspection of the service since registration with the Care Quality Commission (CQC) in August 2015.
Care @ Carers Resource is a domiciliary care service, covering the following areas: Airedale, Bradford, Craven and Harrogate. It provides personal care to people living in their own homes in the community. It provides a service to people over the age of 18 years. However not everyone using the agency receives a regulated activity as CQC only inspects services which provide ‘personal care’ help with tasks related to personal hygiene and eating. In cases where the above care is delivered, we also take into account any wider social care provided. At the time of our inspection 41 people were receiving personal care.
There were three registered managers in post when we inspected, with one manager at each area. 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.
This service is rated overall as good. There was an excellent, person-centred culture in the service, driven by a committed management team that led by example and supported their staff at all times. Staff were passionate about providing excellent care and support that was tailored to and respected each person’s individual needs and preferences. People’s care plans were detailed and person-centred.
Staff told us the induction and shadowing process was thorough and prepared them for their roles. We saw staff received the training and support they required to meet people’s needs. Staff had a good understanding of safeguarding.
Risk assessments showed any identified risks had been assessed and mitigated. We saw people and or/their relatives had been involved in their care plans and reviews. People’s nutritional needs were met and they were supported to access healthcare support as and when needed.
People and relatives spoke highly of the personalised service provided by a team of regular care staff who knew them well which included the registered managers. They said staff arrived on time and stayed the full length of the call. They described staff as wonderful, brilliant, caring and gentle.
They said staff were patient and didn’t rush, giving them time to do things at their own pace. People’s privacy and dignity was respected. Medicines management was safe.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; and the policies and systems in the service supported this practice.
People we spoke with raised no concerns but knew the processes to follow if they had any complaints and were confident these would be dealt with. The provider had mechanisms in place to ensure people who used the service, staff and other people such as commissioners, social care professionals and families could provide feedback which helped drive improvements in the service. People were asked for feedback and we saw action was taken as a result. Staff told us their suggestions were welcomed and respected.
Staff were recruited safely, well trained and told us they were proud of the work they did. Staff were deployed in sufficient numbers to provide safe support when people needed it.