Archived: Camberley

Updated 27 July 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 22 June 2017. The provider was given 48 hours’ notice of our visit because we wanted to ensure the registered manager and Director were available to support the inspection process. One inspector undertook the inspection.

Before the inspection we sent questionnaires to 22 people who used the service and received 12 responses. We reviewed records held by CQC which included notifications, complaints and any safeguarding concerns. A notification is information about important events which the registered person is required to send us by law. This enabled us to ensure we were addressing potential areas of concern at the inspection. Before the inspection the provider completed a Provider Information Return (PIR). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

During our inspection we visited the agency’s office and spoke with the registered manager, Director and six care staff. We checked care records for three people, including their assessments, care plans and risk assessments. We looked at four staff files and records of staff training and supervision. We also checked records related to the management of the service, including satisfaction surveys, complaints, quality monitoring checks and audits.

Following our visit to the agency’s office, we spoke with six people who used the service and four of their relatives by telephone to hear their views about the care and support provided.

The last inspection of this service took place on 3 October 2013 when we identified no concerns.

Updated 27 July 2017

The inspection took place on 22 June 2017 and was announced.

Home Help Angels Limited Camberley provides a range of services to people in their own homes, including domestic help, shopping, support attending appointments and personal care. The service provided personal care to 25 people at the time of our inspection.

There was a registered manager in place. 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.

Staff provided people’s care in a safe way. They understood any risks involved in people’s care and managed these well. People could rely on the agency’s staff and said their care workers had never missed a visit. They told us staff almost always arrived on time and that they were informed if staff were running late.

The provider carried out checks to ensure they employed only suitable staff. Staff attended safeguarding training and understood their responsibilities in terms of recognising and reporting abuse.

The provider had developed a contingency plan, which prioritised the delivery of care to people most at risk in the event of an emergency. Where people received support with their medicines, this aspect of their care was managed safely.

People received their care from regular staff who knew their needs well. Staff had access to the training and support they needed. All staff had an induction when they started work, which they told us had prepared them well for their roles. Staff attended regular refresher training and one-to-one supervision.

People’s care was provided in accordance with the Mental Capacity Act 2005. Staff had received training on the principles of the Act and how it applied in their work. People were asked to record their consent to their care. The Director said they would seek the advice of the local authority in arranging a mental capacity assessment if a person lacked the capacity to make decisions about their care.

People’s nutritional needs were assessed during their initial assessment and any dietary needs recorded in their care plans. Where people needed assistance with eating and drinking there was a care plan in place to outline the support they required. Staff understood people’s healthcare needs and supported them to maintain good health.

Staff were kind and caring. People had developed positive relationships with their care workers and enjoyed their company. Relatives said staff treated their family members with respect and maintained their dignity when providing care. Staff supported people to maintain their independence wherever possible.

People received a service that was responsive to their individual needs. People were encouraged to be involved in developing their care plans to ensure they reflected their needs and preferences. People knew how to complain if they were dissatisfied. People told us they had not needed to complain but were confident that any concerns they raised would be addressed.

The service was managed effectively, which meant people received well planned care. People told us that communication from the agency’s office was good. They said the Director and registered manager responded well to requests for changes. People and their relatives were encouraged to give their views about their care and their feedback was used as an opportunity to improve the service.

Staff told us they received good support from the Director and registered manager. They said the Director and registered manager were approachable and promoted an open culture in which they felt able to seek advice and raise any concerns they had.

The provider had established effective systems to monitor the quality of the service, which included spot checks on staff providing people’s care. A member of the management team visited people’s homes to check their care workers arrived on time, provided people’s care safely and in line with the their care plan, promoted their independence and treated them with dignity and respect.

The records we checked in the agency’s office were accurate, up to date and stored appropriately. People’s care and medication administration records were checked by team leaders each month to ensure that the quality of recording by staff was appropriate. Care and medication administration records were returned to the office for auditing by the Director and registered manager.