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Inspection carried out on 22 July 2019

During a routine inspection

About the service

YourLife (Droitwich) is registered as a domiciliary care agency and provides personal care and support to a number of people living in assisted living apartments at Horton Mill Court in Droitwich Spa. The building comprises of 61 one- or two-bedroom apartments.

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. At the time of the inspection six people were being supported with personal care.

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

As part of the inspection we noted areas whereby quality systems not identified shortfalls. These included an incident involving people who used the service and the recruitment details of a member of staff.

An interim manager was in place while the registered manager was on extended leave. The interim manager was known to people and supported the staff team. They were aware some staff needed to complete their online training.

People told us they felt safe receiving care and support. Staff had received training and were aware of safeguarding procedures. Risk assessments covering both personal care and the environment were in place and reviewed and amended as needed. Care plans were in place and were reviewed regularly.

People received consistent care from a small number of staff who knew their care needs. Where people required assistance with their prescribed medicines this was carried out by staff. Protective equipment was available for staff to use while providing personal care.

People told us staff were kind and caring. 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.

Where people required assistance with their dietary needs this support was provided. People’s healthcare needs were supported by healthcare professionals.

People felt confident they would be able to raise any concerns or complaints.

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 21 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

We have found evidence that the provider needs to make improvements. Please see the Well Led section of this full report. We were given assurance improvement in practice would take place in future to mitigate risk.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for YourLife (Droitwich) on our website at www.cqc.org.uk.

Inspection carried out on 16 December 2016

During a routine inspection

This inspection took place on 16 December 2016 and was announced.

Your Life (Droitwich) provides personal care for people in their own home within a supported housing scheme. There were four people using the service when we inspected and there was a registered manager. 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 told us they felt safe when the care staff came into their home to provide personal care. Staff told us how they reduced the risk of potential abuse and how they would report any concerns to the management team for review. People's individual risks had been recorded and reviewed. Staff told us they looked at the plans in place to understand how to provide safe care. People told us the care staff were on time, had not rushed them and never felt they would be left without assistance. There was a small staffing team who were able to provide care at the times people had wanted it. People’s medicines were managed by staff who had been trained and supported to administer these.

Staff told us their training kept them knowledgeable about their roles and responsibilities updated. They had the skills, knowledge and experience required to support people with their care and support needs. Staff understood the need to gain people consent to care and treatment before providing any care or assistance.

Staff told us they knew all people they supported and got to know them well. Care plans were in place that provided the level of personal information that people had wanted to share. The plans provided staff with guidance about people’s preferred support and people were involved in making decisions about their care.

People’s care needs were met from staff that knew them well. People were supported by staff that promoted and maintained their dignity, whilst respecting their levels of independence.

People knew and frequently spoke with the registered manager so they were always able to talk with them about any concerns if needed. Relatives said they were also able to contact the registered manager or duty manager out of working hours when needed for advice or assistance. Staff felt they were able to speak with the registered manager and provide feedback on the service. The registered manager told us they kept their knowledge current and provide staff with input and direction about the levels of care they expected. Regular checks were completed to monitor the quality of the care that people received, that included reviewing records and observing staff practices.