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Archived: Truro STEPS Good

The provider of this service changed - see old profile

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Good

Updated 28 July 2016

We carried out this inspection on 27 and 28 June 2016 and it was announced 48 hours in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. This was the first inspection for the service since registering as a new provider, Cormac Solutions Limited, in October 2015. Cormac Solutions Limited is a company wholly owned by Cornwall Council. The service was last inspected in April 2014, when the registered provider was Cornwall Council, we had no concerns at that time.

Truro STEPS (Short Term Enablement and Planning Service) is registered to provide personal care to people in their own homes. The service provides care visits for periods of up to six weeks. The aim of the service is to re-enable people to maximise and re-gain their independence, within their own home, after a period of illness and/or hospital stay. The service provides support to adults of all ages. On the days of the inspection the service was providing personal care to 30 people. Referrals for packages of care were made to the service by health and social care professionals. These included; hospital discharge teams, physiotherapists and occupational therapists.

There was a registered manager in post who was responsible for the day-to-day running of the service. 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 using the service commenting, “I am very happy with the service”, “I am getting wonderful care from them”, “I haven’t had a bad experience at all” and “Excellent service.”

People told us staff were kind, caring and compassionate; whilst being respectful of their privacy and dignity. Comments from people included, “The carers have been very conscientious and cheerful”, “Staff have been very helpful”, “Staff always have a chat with me” and “They [staff] are very nice, they treat me kindly.”

People told us they had a team of regular, reliable staff, they knew the times of their visits and were kept informed of any changes. No one reported ever having had any missed visits. People told us staff did not rush them and provided care and support at their pace, focusing on enabling them to do as much as possible for themselves. People praised staff on how they were always cheerful, encouraging and helped them gain the confidence they needed to meet their goals. People commented, “They [staff] have kept me going, they are competent and encouraging”, “Staff will always do extra things for me” and “You built up a relationship with staff, which gives you confidence to try new things.”

Staff were knowledgeable about the people they cared for and responded appropriately as people’s needs changed. The registered manager ensured staff received appropriate training and supervision. New staff received an induction, which incorporated the care certificate. Staff spoke passionately about the people they supported and were clearly motivated to deliver a responsive and caring service in line with people’s agreed goals. Comments from staff included, “It’s great to see how people improve” and “The service is about helping people to get their confidence back.”

People were involved in decisions about their care and staff encouraged and empowered them to achieve their goals. Care plans provided staff with clear direction and guidance about how to meet people’s individual reablement needs and goals. Care plans were reviewed weekly to evaluate the progress people were making against their overall goals and agree the next steps for the following week. Any risks in relation to people’s care and support were identified and appropriately managed.

Staff had been recruited safely, which meant they were suitable to

Inspection areas

Safe

Good

Updated 28 July 2016

The service was safe. People told us they felt safe. Staff and the registered manager had a good understanding of how to recognise and report any signs of abuse.

Any risks in relation to people�s care and support were identified and appropriately managed.

People were supported with their medicines in a safe way by staff who had been appropriately trained.

There were sufficient numbers of suitably qualified staff to meet the needs of people who used the service and safe recruitment practices were followed.

Effective

Good

Updated 28 July 2016

The service was effective. People received care from staff who knew people well, and had the knowledge and skills to meet their needs.

The management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected. Staff obtained people's consent before providing personal.

People's changing care needs were referred to relevant health services when concerns were identified.

Caring

Good

Updated 28 July 2016

The service was caring. People, and their relatives, were positive about the service and the way staff treated the people they supported.

People's privacy and dignity was respected and staff supported people to maximise their independence.

Staff respected people�s wishes and provided care and support in line with those wishes.

Responsive

Good

Updated 28 July 2016

The service was responsive. People received personalised care and support which was responsive to their changing needs.

People were able to make choices and have control over the care and support they received. Staff encouraged people to achieve their goals and aspirations.

People knew how to raise a complaint about the service and reported that any concerns they raised had been resolved appropriately.

Well-led

Good

Updated 28 July 2016

The service was well-led. Management had a clear vision about how to provide a quality service to people, which was understood by staff and consistently put into practice.

There was a positive culture within the staff team and with an emphasis on providing a good service for people.

There were effective quality assurance systems in place to make sure that any areas for improvement were identified and addressed.

The provider had positive relationships with organisations to make sure they followed current practice, and sustained quality.