29 June 2017
During a routine inspection
The service is a domiciliary care service that provides personal care to people. At the time of our inspection, there were 10 people using the service. There was a registered manager in place. 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 protected from the risk of potential abuse and told us they felt safe when the staff visited. Staff had a clear understanding of the procedures in place to safeguard people from abuse.
We found the service employed enough staff to meet the needs of the people being supported. The support provided was usually from a consistent group of staff who had been safely recruited. People who used the service told us they had not experienced any missed calls and that calls were usually on time.
People who needed support with their medicines were supported appropriately. Staff knew how to dispense medicines safely and there were regular checks to make sure this was done properly.
Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and support needs. Staff were well supported and received regular supervision.
People’s consent was sought before they were provided with care. People were encouraged to exercise their choices. The provider needed to ensure that where other people made decisions on behalf of people that they had the legal right to do so.
People said staff were caring and treated them with dignity and respect. People felt the care they had received met their needs. We found the information contained in the care records was individualised and clearly identified people's needs and preferences.
Staff had been encouraged to support people to make choices. People were supported when required by staff to prepare their meals and to eat and drink enough to maintain good health. People were supported to access healthcare support when necessary.
The provider sought feedback from people using the service and their relatives in respect of the quality of care provided and had arrangements in place to deal with any concerns or complaints. The registered provider had developed a complaints procedure. People said they felt confident to raise complaints and knew who to contact if they had any concerns.
Systems to ensure people received a quality were in place and people and staff described the registered manager as approachable.