We carried out a review of the data available to us about Optima Homecare on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Optima Homecare, you can give feedback on this service.
Carewatch (Barnet) is a domiciliary care agency providing care to older people in their own homes. At the time of our inspection 100 people were receiving a personal care service.
People’s experience of using this service
People told us people they were happy with the care and support they received because they felt safe and all their needs were met by kind and caring staff.
People praised the managers of the service and agreed that they were approachable, knowledgeable, fair and did their job well. The staff team worked well together and supported the registered manager.
The staff team was committed to providing a high-quality service and keeping people safe. They had undertaken training so that they were skilled and knowledgeable to effectively meet people’s needs. Staff understood their responsibilities to report any concerns.
Staff encouraged people to be as independent as possible and respected people’s privacy and dignity. Staff knew people well. Staff managed the risks to people’s health and welfare.
People were given choices about the way in which they were cared for. Staff listened to them and knew their needs well. Care plans contained information about each person’s individual support needs and preferences in relation to their care and we found evidence of good outcomes for people. When people did not have the capacity to make their own decisions, staff maximised their involvement and made decisions in their best interests, in accordance with legislation.
Recruitment practices were safe and relevant checks had been completed before staff worked at the service.
Medicines were managed safely.
People and relatives told us staff were able to meet their needs and were respectful of their individual preferences. People said staff who supported them were kind and caring.
People and relatives confirmed the service did not miss any care calls and that staff were usually on time.
People received care and support from a small group of staff, which provided consistency.
The managers of the service actively sought the views of people and their relatives about the running of the service and they dealt promptly with any concerns that people raised.
The provider had a number of systems in place to monitor and improve the quality and safety of the service provided.
More information is in the full report.
Rating at last inspection
At the last inspection we rated this service Good. The report was published on11 November 2016.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor this service.
This inspection took place on the 4 October 2016 and was announced. At our last inspection in September 2013 the service was meeting the regulations inspected.
Carewatch (Barnet) is a domiciliary care agency providing care to older people in their own homes. The majority of the people using the service receive direct payments. At the time of our inspection 121 people were receiving a personal care service.
The service had a registered manager who had been in post since the service opened in 2011. 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.
People’s needs were assessed and care plans were developed to identify what care and support people required. People said they were involved in their care planning and were happy to express their views or raise concerns. When people’s needs changed, this was quickly identified and prompt, appropriate action was taken to ensure people’s well-being was protected. People had a copy of their care plan in their home.
People experienced positive outcomes as a result of the service they received and gave us good feedback about their care.
People were safe. Staff understood how to recognise the signs and symptoms of potential abuse and told us they would report any concerns they may have to their manager. Assessments were undertaken to assess any risks to the people using the service and the staff supporting them. This included environmental risks and any risks due to people’s health and support needs. The risk assessments we viewed included information about action to be taken to minimise these risks.
Staff were motivated and proud to work for the service, as a result staff turnover was kept to a minimum ensuring that continuity of care was in place for most people who used the service.
Staff were respectful of people’s privacy and maintained their dignity. Staff told us they gave people privacy whilst they undertook aspects of personal care, asking people how they would like things done and making enquiries as to their well-being to ensure people were comfortable.
The service followed safe recruitment practices and carried out appropriate checks before staff started supporting people. There were sufficient numbers of staff to safely meet people’s needs.
The registered manager demonstrated leadership and a good understanding of the importance of effective quality assurance systems. There were processes in place to monitor quality and understand the experiences of people who used the service. We saw that regular visits and phone calls had been made by the office staff to people using the service and their relatives in order to obtain feedback about the staff and the care provided.
The registered manager demonstrated strong values and a desire to learn about and implement best practice throughout the service. Care staff received regular supervision and appraisal from their manager. These processes gave staff an opportunity to discuss their performance and identify any further training they required. Care staff placed a high value on their supervision and support.
People were supported to eat and drink. Staff supported people to take their medicines when required and attend healthcare appointments and liaised with their GP and other healthcare professionals as required to meet people’s needs.
The service had a complaints policy. People who used the service and their relatives told us they knew how to make a complaint if needed.
There were arrangements made for people's care and welfare. There were needs assessments, care plans and risk assessments in place and we saw that these had been regularly reviewed. We found examples where the agency had been pro-active in assisting people to take up health care appointments and to make referrals for other services where needed.
Staff we spoke with said they felt supported. We noted there was a welcoming atmosphere at the care agency and that staff dropped in to spend time in the office, meet other staff and to ask advice. We saw that staff had received regular training, supervision and appraisals. People we spoke with told us they valued staff, especially where staff had been caring for them for a long period of time.
There were a range of methods for assessing and monitoring the quality of the service. These included regular visits to people using the service, telephone checks and a survey. People using the service told us they were asked for their views and had received monitoring visits. There was a complaints procedure and complaints received had been monitored and records kept. People using the service and relatives told us that where they had raised concerns or complaints these had been responded to their satisfaction.
They indicated that staff had treated them with respect and dignity. Their views can be summarised by the following comments:
"No complaints. I am happy with the carers I get.'
'My carer knows what she is doing.'
The registered manager and his staff were knowledgeable regarding the need to ensure that people who used the service were protected from abuse. They were aware of the procedures to follow when responding to allegations or incidents of abuse. Staff informed us that they felt supported by their managers and they had been provided with the necessary essential training.
People who use the service indicated that they had been consulted regarding their care. Visits and spot checks had been carried out by the agency and they were able to express their views regarding the service provided.