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Hasbury Home Care Services Limited Requires improvement

Reports


Inspection carried out on 21 August 2019

During a routine inspection

About the service

Hasbury Home Care Services Limited is a domiciliary care agency providing personal care and support to 55 people living in their own homes. The service also provided support to people living in five supported living schemes. Four of the houses, people shared facilities from two to four people and one house was single occupation. Three of the houses had staff on site 24 hours a day.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

The provider monitored the service to ensure it continued to provide a good quality care. However, quality monitoring audits had not identified the issues we found during the inspection.

All the people, relatives, and staff we spoke with said the service provided good quality care. The culture of the service was open and honest and the provider, registered manager and staff were approachable.

Staff were knowledgeable and kind. People had regular staff who they got to know well. People and relatives told us how friendly and caring the staff were. Staff enjoyed their work and got on well with the people they supported who they valued and treated with dignity.

Staff provided responsive and flexible care to people in line with their preferences and choices. The staff team were multilingual and communicated with people in English and a range of other languages, as required. If people communicated non-verbally staff knew how to engage with them.

People were safe using the service. Staff knew how to protect people from harm and reduce the risk of accidents and incidents. The service was sufficiently staffed to ensure people's needs were met. Staff supported people with their medicines and this was done safely. Staff understood how to prevent and control the spread of infection.

People were assessed before using the service to ensure their needs could be met. Assessments addressed people's physical and mental health needs, their cultural and language needs, and what was important to them. Staff worked with GPs, district nurses, and other health and social care professionals to ensure people's health and social care needs were met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 30 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 17 November 2016

During a routine inspection

We last inspected this service in December 2015. At that time the provider was meeting all of the regulations we looked at but improvements were needed to ensure people were consistently safe and the location was well-led. Our inspection in November 2016 found that improvements had been made.

Hasbury Homecare Services Limited provides personal care for people in their own home or who live in shared accommodation. There were 70 people using the service when we inspected and 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 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. People had their individual risks looked at and had plans in place to manage them. There were enough staff employed to meet people’s needs and accommodate changes to call times as requested by the person who used the service or their relatives. Staff told us that they had undergone robust checks to ensure they could support people safely and records supported this.

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.

People were involved in deciding how they wanted their care to be delivered and were supported in line with the Mental Capacity Act 2005. People said staff treated them with dignity and respect.

People told us that staff supported them to eat and drink enough to stay well. Staff knew what people liked to eat. People were supported to have their mental and physical healthcare needs met. The registered manager sought and took advice from relevant health professionals when needed.

People said staff were caring and had built up close relationships with the members of staff who supported them. People felt the care they had received met their needs. They were also supported in maintaining their dignity and encouraged to be involved in their care needs where able.

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. All of the staff we spoke with were confident they could raise any concerns with the managers, knowing they would be listened to and acted upon.

There was effective leadership from the registered manager and senior members of staff. There were processes to monitor the quality of the service provided and understand the experiences of people who used the service.

Inspection carried out on 9 December 2015

During a routine inspection

We last inspected this service in January 2014. At that time the provider was meeting all of the regulations we looked at. This inspection took place on 9 December 2015 and was announced.

Hasbury Homecare Services Limited provides personal care for people in their own home. There were 56 people using the service when we inspected and 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 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. People had their individual risks looked at and had plans in place to manage them. There were enough staff employed to meet people’s needs and changes to call times as requested by the person who used the service or their relatives. Staff told us that they had undergone robust checks to ensure they could support people safely but this was not always evidenced by the provider. People who received support with how their medicines were managed were satisfied but improvement was needed to ensure this was done safely.

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 knew the people they were supporting and provided a personalised service. Staff received regular observations of their practice and supervisions to ensure they remained competent to support people.

People’s consent was appropriately obtained by staff when caring for them. People had been asked how they wanted to be supported and when necessary they had been supported by others who were close to them in order to help express their views.

People told us that staff supported them to eat and drink enough to stay well. Staff knew what people liked to eat. People had access to health care professionals when necessary to maintain their health.

People received care from staff that spent time chatting to them while providing care and getting to know them. People felt the care they had received met their needs. They were also supported in maintaining their dignity and encouraged to be involved in their care needs where able.

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 knew how to raise complaints and knew who to contact if they had any concerns. All of the staff we spoke with were confident they could raise any concerns with the managers, knowing they would be listened to and acted upon.

There were some processes to monitor the quality of the service provided and understand the experiences of people who used the service. This was through communication with people and staff, spot checks on staff and a programme of other checks and audits although these were not always effective in identifying how the service could be improved.

Inspection carried out on 29 January 2014

During a routine inspection

When we visited the manager told us that approximately forty four people were receiving personal care or support from the provider at that time. We specifically focused on the care of four people. During our visit we spoke with the manager and five members of staff. Following our visit, we spoke with three people who used the service and with the relatives of four people.

People we spoke were happy with the care they received. All of them told us they felt safe when they were supported with their care needs. They told us that they had regular care staff supporting them. One person told us, I�m okay with everything, the staff are so kind and thoughtful.�

We found that people�s needs were assessed and care was planned and delivered in line with their individual care plan. Care plans were regularly reviewed for any changes in a person's needs. Staff knew people's needs and the agreed way to support them.

Staff were properly trained and supervised and had opportunities to gain further skills and qualifications. Staff were very positive about the service and told us that they were well supported to do their job properly.

The provider had systems in place for checking the quality of the service.

Inspection carried out on 14 June 2012

During a routine inspection

This agency registered with us in March 2011 and has been providing a service to people since July 2011. There were four people using the service at the time of our visit. We spoke with two of these people and the staff that were supporting them. Both of the people told us that they were happy with the quality of care received and that it made a difference to their every day lives. People told us �The agency staff come and help me at the times that I need them,� and �The carers encourage me to do things for myself, so that I can learn new things.�

During our review, we discussed the quality of the service provided by the agency with local authority staff involved in monitoring them. They said they had no concerns about the service being provided.