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Inspection Summary


Overall summary & rating

Good

Updated 16 February 2018

The inspection took place on 1 February 2018 and was announced. This was the first inspection of the service since they registered with the CQC in October 2015.

Care World Agency is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a personal service to both older adults and younger disabled adults. At the time of our inspection 49 people were using the service.

The service had 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.

Staff knew how to protect people from abuse. Staff understood signs to recognise abuse and how to report suspected abuse. They also knew how to whistle-blow if necessary to protect people. The registered manager assessed risks to people and put management plans in place to mitigate identified risk. Staff were sufficient and adequately deployed to support people with their needs. People received the support they needed to manage their medicines safely. Staff followed procedure to minimise the risk of infection. The service had systems in place to report incidents and accidents and staff knew them. The registered manager reviewed incidents and took action to prevent them from happening again.

The registered manager assessed people’s needs involving them and their relatives. They planned people’s care based on assessed needs and requirements. Staff were supported to do their jobs. They received regular training and supervision. Staff supported people to meet their nutritional needs and requirements. People were supported to access the health care services they needed to maintain their health. The service had systems in place to ensure people received well-coordinated care.

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. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. Staff involved people in their care delivery and ensured people consented before they were delivered.

People told us that staff treated them with kindness. Staff respected people’s dignity and privacy. People were encouraged to maintain their independence as much as possible.

Staff supported people in a way which met their individual needs and requirements. The service was flexible in the way they supported and cared for people to ensure their needs were met. Staff understood how to promote the individuality and differences in people. They knew to respect people’s cultural, religious and belief systems.

People knew how to report their concerns or complaints about the service. The registered manager followed the provider’s procedure to address complaints. The registered manager assessed and monitored the quality of service delivered through spot checks, monitoring visits and carrying out audits of records. They used feedback received to improve the service.

The service had a registered manager who was experienced and complied with their registration requirements. The registered manager maintained their registration with the Nursing and Midwifery Council and liaised with them when necessary to improve the care provided to people. The registered manager also worked in partnership with the local authority to develop the service and meet people’s needs.

Inspection areas

Safe

Good

Updated 16 February 2018

The service was safe. Staff and the registered manager understood their role and responsibilities to protect people from abuse. Staff knew how to recognise abuse and what actions to take to report it.

The registered manager assessed risks to people and devised action plans to minimise harm to them. Staff knew how to report incidents and accidents. The registered manager reviewed records and took action to reduce the chances of a repeat of such incidents.

The service followed safe recruitment practices to employ staff. People received the care they needed from staff as planned. There were enough staff available to support people. Staff supported people to take their medicines safely.

Staff understood and told us they followed infection control procedure to reduce the risk of contamination.

Effective

Good

Updated 16 February 2018

The service was effective. The registered manager assessed people�s needs and put plan in place on how they would be met.

Staff were trained and supported to be effective in their roles. People and their relatives consented to the care and support they received. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005.

Staff supported people to meet their nutritional needs and requirements. Staff liaised with other services to ensure people�s care was well coordinated. Staff supported people to access healthcare services they needed to maintain their health.

Caring

Good

Updated 16 February 2018

The service was caring. People told us that staff were caring and kind towards them. Staff maintained positive relationship with people. Staff respected people�s choice and decisions about their care.

Staff respected people�s dignity and privacy. They encouraged people to be as independent as possible.

Responsive

Good

Updated 16 February 2018

The service was responsive. People had care plans which set out how their identified needs would be met. People received care tailored to meet their individual needs.

Care records detailed people�s cultural and religious needs. Staff had knowledge of equality and diversity and respected the individuality and differences in each person.

People knew how to complain about the service and the registered manager responded to complaints in line with the provider�s policy. They investigated and provided a response as required.

Well-led

Good

Updated 16 February 2018

The service was well-led. There was a registered manager in post who understood their roles and responsibilities. The registered manager provided guidance and leadership to staff. Staff told us they felt well supported in their roles.

The registered manager obtained feedback from people and their relatives and used the feedback received to improve the service. The registered manager carried out monitoring visits and spot checks to assess the quality of service provided to people. They also audited records to check they were accurate and up to date.

The registered manager worked in partnership with the local authority to improve and develop the service.