5 December 2019
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.
The inspection team
This inspection was carried out by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Main office, known to people using the service as Advent Care, is a domiciliary care agency. 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.
The service had a manager, who was also the provider, registered with CQC. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection:
The inspection was announced. We gave the service 48 hours' notice of the inspection visit because we wanted to speak with people using the service and the registered manager. We needed the registered manager to contact people to ask their permission for us to speak with them.
Inspection site visit activity started on 25 October 2019 and ended on 29 October 2019. We visited the office location on 25 October 2019 to see the registered manager and staff; and to review care and management records. We spoke with people about the quality of their care and support on 28 October 2019 and visited some people in their homes on 29 October 2019.
What we did before inspection
We reviewed information we had received about the service since registration and we sought feedback from professionals who work with the service. 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 eight people who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, human resources manager, and support workers.
We reviewed a range of records. This included five people's care records and medication records. We looked at three staff files in relation to recruitment, staff supervision and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.
5 December 2019
About the service
Main Office (Advent Care) provides personal care to people living in their own homes. 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. At the time of our visit, they were providing personal care to 22 people.
People’s experience of using this service and what we found
People continued to be well cared for and treated with respect and kindness. People's privacy, dignity and independence was promoted and encouraged. Everyone we spoke with were very happy with the compassion and care of the staff looking after them and were satisfied with the service. People told us they felt safe with the staff that came to support them. One person said, “Oh yes. I feel safe – they’re lovely people.”
Potential risks posed to people had been assessed and action taken to reduce the risk. People's safety within their home had been recorded, and referrals were made to the appropriate healthcare professionals to promote people's safety. People received the support they needed to take their medicines.
People were supported by enough staff to keep them safe and meet their needs. People told us staff had enough time to provide care without rushing them. Safe recruitment practices were followed to reduce the risk of unsafe staff working with people. Staff received continuous support, supervision and guidance from the provider and had the skills and knowledge to meet people's needs.
Staff included people in decisions about their care and respected people's rights. 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.
People received personal care that was tailored to meet their individual needs and wishes. Care plans provided information about how people wished to receive care and support. Whilst some care plans were detailed and person-centred, others would benefit from more information. We made a recommendation about this.
People were encouraged to make decisions about the care and support they received and had their choices respected. People were confident that if they raised any issues, concerns or complaints these would be dealt with effectively by the provider.
The provider had effective systems in place to monitor the quality of care provided and to drive improvements in care. Learning from accidents, incidents and complaints was identified and shared with staff to prevent any reoccurrence. People told us the provider was approachable and responsive, and staff felt supported. People were able to feedback their views of the service.
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 6 May 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.