Background to this inspection
Updated
3 December 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager who was in the process of registering with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 31 October 2019 and ended on 5 November 2019. We visited the office location on 31 October 2019 and 1 November 2019.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We reviewed the monthly reports submitted by the service since the last inspection. We also reviewed other information we held on the service such as information shared by people or professionals. We asked the manager to share a poster inviting people and staff to share their experiences of the service with us. We received three responses. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and two relatives about their experience of the care provided. We spoke with seven members of staff including the operations manager, manager, office staff and care workers.
We reviewed a range of records. This included ten people’s care records and two people’s medication records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at updated electronic care plans, call data and the service’s winter newsletter. We spoke with one social care professional who commissions care with the service.
Updated
3 December 2019
About the service
HomeLife Carers (Plymouth) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to predominantly older adults, some of whom may have a physical disability or be living with dementia.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is 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
People told us they felt safe using the service. They told us they received their medicines on time and staff understood and met their needs. Information about people’s needs, preferences and any related risks were recorded. The provider planned to include more personalised information in the future.
Some people and staff told us they still had concerns about call times and communication of any changes; however, the provider was in the process of introducing a new electronic system which enabled calls and call data to be monitored at all levels of the organisation. Call data at the time of the inspection showed 90% of calls were delivered on time.
People were positive about the staff and their skills and knowledge. Staff understood people’s health needs and any needs relating to food and drink. Any concerns were reported promptly and action was taken to help ensure people stayed safe and healthy.
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.
People told us staff were caring and treated them with dignity and respect. Information about people’s diverse needs were included in their care records. People told us they were able to express their views to staff and felt listened to.
Complaints were taken seriously, and staff understood how to report any complaints people had. Themes from previous complaints had been incorporated into the service’s action plan, so improvements were made.
Since the last inspection the provider had implemented new systems and processes for running the service. This included the service being overseen by a new operational manager, who was supported by other senior staff who worked on behalf of the provider to monitor the service. Thorough audits and spot checks had been completed to identify where improvements were required and a clear action plan was in place to ensure the improvements were made.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection (and update)
The last rating for this service was Requires Improvement (published 14 November 2018) and there was a breach of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. We told the provider to report to us each month what actions they had taken to improve the service. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.