Background to this inspection
Updated
23 November 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
One inspector completed this inspection.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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.
Inspection activity started with a visit to the office location on 17 October 2019. The inspection finished on 30 October 2019 following phone calls to people and staff.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and 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 five people who used the service and one relative about their experience of the care provided. We spoke with five members of staff including the provider, care workers and the care coordinator.
We reviewed a range of records. This included three people’s care records and multiple 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, including policies and procedures.
Updated
23 November 2019
About the service
Ellarose is a domiciliary care agency and was providing personal care to 40 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 to 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
People received care from regular staff who they knew and trusted and staff told us they would report any concerns to the management team about a person’s wellbeing or safety. Staff knew about risks associated with people’s care and how best to support people to the reduce the risk of harm or injury.
Staff numbers were sufficient to meet the call times people had requested, and people told us staff were on time. People received medicines from staff who had been trained and had their competencies checked.
Staff ensured they used personal protective equipment, such a s gloves and aprons to keep people free from the risk of infection.
People needs were assessed by the provider before using the service to ensure they were able to meet their needs. Staff recruited by the provider had been checked for their suitability to work with people who used the service.
Staff received ongoing training to make sure their knowledge and skills were relevant. Where needed, people had drinks prepared and meals made to maintain their nutritional needs. Staff told us, with permission, they had contacted other healthcare professionals to support of people’s ongoing health needs. 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 and care staff had developed familiar relationships. People were supported to follow their routines or care preferences and were involved in choices about their care and support. Staff were careful to promote people right to privacy and dignity by being mindful when providing personal care. People’s lifestyles and personalities were respected by staff.
People’s care plans included their assessed needs and personal histories and choices. Changes to needs were identified in reviews of their care ,and where needed, changes to their care plans had been made. Staff used a mix of paper and electronic records to help ensure people’s needs were met. People who were not able to communicate verbally were supported by staff who knew how to observe body language or other methods to understand how best to communicate with them.
The provider had a complaints procedure in place and this had been used where a complaint had been made. Changes had been made to working practices as a result of feedback from people and staff.
End of life care was provided and people’s relatives had provided positive feedback to the provider of the care and attention staff had provided.
The registered manager was supported in their role and people and staff were positive about their experiences of the service received. There were processes in place to monitor the quality of care people had received and staff performance was checked. The registered manager understood their regulatory responsibilities and had worked closely with the provider to provide a safe and reliable 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 20 April 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.