Background to this inspection
Updated
26 September 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
The inspection activity started on 3 September and ended 4 September 2019. We visited the office location on 3 September 2019 and made telephone calls to people using the service as well as staff on 4 September 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and two relatives about their experience of the care provided. We spoke with eight members of staff including the provider, registered manager and care workers.
We reviewed a range of records. This included two people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with three professionals who are regularly involved in the service.
Updated
26 September 2019
About the service
Home Instead Senior Care is a domiciliary care agency providing personal care to 29 people at the time of the inspection.
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.
People’s experience of using this service and what we found
The service was exceptional in placing people at the heart of the service with a strong sense of person-centred care. People consistently told us how they were treated with compassion and respect.
Staff across the service often went the extra mile to ensure that people were supported to live their best lives.
Staff did not view disability and care needs as a limiter to what people could achieve. People told us and we observed many examples of innovative practice that increased people’s independence. People were supported to take positive risks to achieve their goals.
The service had excellent links to health and social care professionals to ensure that people’s health and wellbeing was supported
Staff were skilled and knowledgeable, they provide flexible care in line with people’s wishes. Staff had training which enabled them to provide great care. The management team had a robust recruitment and selection process which involved matching peoples and staff interests.
People and relatives told us that all levels of staffing, from manager, administration staff and care staff were extremely caring and compassionate.
People designed their care with staff and this meant that care provided was exceptionally person centred.
The registered manager and management team worked hard to ensure that people received an outstanding service. Care staff were encouraged, supported and inspired to provide a truly person-centred service.
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.
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 17 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.