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At Home Support Services Limited Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 7 March 2020

About the service

At Home Support Services Limited is a domiciliary care agency providing personal care to older people living in their own homes. At the time of the inspection there were 27 people receiving support from the service.

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

People and relatives were happy with the care provided by the service. People said they felt safe with staff when they were in their homes conducting care visits. People felt staff treated them with dignity and respect and listened to their needs.

People’s personal risks were assessed. However, there was no guidance available to staff on how to minimise the known risks. Whilst we did not find anyone was harmed because of this issue, this placed people at potential risk of harm.

At our last inspection there were significant concerns around late visits. At this inspection this had greatly improved. We received positive feedback from most people and relatives who told us staff were on time. However, some feedback indicated that late visits still happened, but much less regularly.

People received their medicines safely and on time. People and relatives were happy with the support care staff gave with medicines. There were enough staff to ensure people’s needs were met. People told us they usually had the same care staff visiting them. Staff were safely recruited.

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. Where identified as a need, people were supported with preparing simple meals and encouraged to eat and drink. Staff received appropriate supervision, appraisal and training to support them in their roles.

People and relatives were involved in planning care and care plans were reviewed regularly. People understood how to make a complaint and felt confident issues would be addressed if they did.

There was an open culture within the service that promoted learning. Any issues were discussed, and actions put in place to address them. Staff were fully informed of any changes. There were systems in place to audit various aspects of the service. Surveys encouraged people and relatives to provide feedback which was then acted on to promote a better quality and experience of care for people.

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 requires improvement (published 17 December 2018). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made and the provider was still in breach of regulations. The last rating for this service was requires improvement. The service remains rated requires improvement. This service has been rated requires improvement for the last two consecutive inspections.

We have found evidence that the provider needs to make improvements. Please see the safe and well-led sections of this full report. You can see what action we have asked the provider to take at the end of this full report. We found no evidence during this inspection that people were at risk of harm from this concern.

Enforcement

Please see the action we have told the provider to take at the end of this report.

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.

Inspection areas

Safe

Requires improvement

Updated 7 March 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 7 March 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 7 March 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 7 March 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 7 March 2020

The service was not always well-led.

Details are in our well-Led findings below.