Archived: Firstpoint Homecare Bristol

The service provided personal care support and household support to people living in their homes in the Bristol and South Gloucestershire areas. At the time of our inspection a personal care service was provided to 50 people. A small number of other people were supported the household support but this does not come within our remit. The service employed 24 care staff and was actively recruiting additional care staff in order to meet demand to cover care packages.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.

People received a service that was safe. All staff received safeguarding adults training. This meant they knew what to do if there were concerns about a person’s welfare. The service had raised concerns appropriately with the local authority where they had concerns. Staff also received moving and handling training so that people who needed assistance to move from one place to another were supported correctly. Staff recruitment procedures were safe which meant unsuitable staff could not be employed. Any risks to people’s health and welfare were assessed and their care was organised to reduce or eliminate the risk and chance of harm. People who were supported with their medicines were supported safely because staff had been trained.

People received an effective service. The care staff had the necessary skills and experiences to meet peoples needs and training was regularly updated. The staff team were well trained, received regular supervision and supported by the registered manager and colleagues to do their jobs effectively. People received an effective service because the care staff were given clear instructions about how they had to support people. Where required, people were supported to have sufficient to eat and drink where this had been assessed as part of their care package. People were supported to access health care services if needed.

People received a caring service. People were satisfied or very satisfied with the service they received and complimentary about the care staff who assisted them. People were treated with kindness and respect. Those staff we spoke with were respectful when talking about the people they helped and knew of the importance of having good working relationships. The views and opinions of people were sought and they were encouraged to have a say about how they were looked after and the way the service was delivered.

People received a responsive service that took account of their specific care and support needs. Assessment and care planning processes ensured each person received a care service that met their own specific care and support needs. Peoples preferences and choices were respected. Regular reviews were undertaken and the care package adjusted as and when needed.

People received a service that was well-led. The registered manager and senior care staff provided good leadership for the care staff. A programme of quality checks had been introduced since the last inspection.

Firstpoint Homecare provides personal care to people in their own homes. At the time of our inspection 73 people were using the service supported by a team of 27 staff.

It is a condition of registration that the service is managed by 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 2008 and associated Regulations about how the service is run. At the time of the inspection the service was without a registered manager. The previous registered manager left in October 2015. There was a manager who had been in post since August 2016 but as yet they had not applied to be registered with the Care Quality Commission (CQC).

We found the provider was not meeting the regulations around the safe management of medicines, safe recruitment, ensuring there was an effective induction and ongoing training of care staff. Systems were not effective in monitoring the quality of the service and statutory notifications were not being submitted as required by the CQC.

The manager told us in their completed Provider Information Return that monthly telephone reviews were used to ensure people’s needs were being met and changes could be made if necessary. They reported that daily logs were audited weekly so that they knew what was happening in people’s homes and allowed them to address issues promptly. However, these systems were not happening in practice.

We received positive feedback from people who used the service and relatives. They told us the care was personalised and they were happy with the service they received. They told us the majority of time they were supported by the same staff and they turned up on time and stayed for the full duration of the visit. People were happy with the support they received with their food and drink and people's day to day health was maintained. People told us they did not have any concerns about the safety of the service.

People told us staff were kind and caring and they were supported to make choices about their care. People were cared for in a dignified way and their independence was promoted.

Staff generally spoke positively about the new manager. It was evident this had been a difficult year with many staff and the previous registered manager leaving. The manager was working often alone in the office completing all the administrative tasks and planning the care and support to people. Recruitment had been ongoing since they took up post.

We found a number of breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see the action we have told the provider to take at the end of this report.