Background to this inspection
Updated
21 August 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of 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 we wanted the provider to make arrangements for us to see staff during the inspection and to contact people who used the service who would be happy to receive a phone call from us.
Inspection activity started on 23 July 2019 and ended on 29 July 2019. We visited the office location on 24 July 2019.
What we did
We reviewed the records held on the service. We also reviewed notifications received from the provider about incidents or accidents which they are required to send us by law. We sought feedback from the local authority and other professionals who work with the service. We used all of this information to plan our inspection.
During the inspection
On 23 July 2019 we telephoned and spoke with 5 people who used the service and 4 relatives.
During our visit to the office on 24 July 2019, we spoke with the registered manager, care coordinator and 3 members of care staff.
We looked at three people's care records to see how their care was planned and delivered. Other records we looked at included two staff recruitment files, supervision files, training records, accidents and incidents, records relating to health and safety, safeguarding, complaints, medicine records, staff scheduling and the provider’s audits and checks on the service.
On 26 and 29 July 2019 we spoke with three professionals who have links with the service.
Updated
21 August 2019
About the service: Libra is a domiciliary care agency that provides personal care and support to older people in their own homes. At the time of the inspection, the service was providing support to 25 people.
People’s experience of using this service and what we found
The provider did not submit a Provider Information Return (PIR) to us within the timescale we gave. Providers are required to send us key information about the service, what they do well, and improvements they plan to make.
People were supported by staff that were caring, compassionate and treated people with dignity and respect. Any concerns or worries were listened and responded to and used as opportunities to improve.
People received person centred care and support based on their individual needs and preferences. Staff were aware of people's life histories and individual preferences. They used this information to develop positive, meaningful relationships with people.
People and their relatives told us they felt cared for by staff who treated them with respect and dignity and encouraged them to maintain relationships and keep their independence for as long as possible.
The provider ensured people had consistency with staff members, as a result people and staff were able to build positive relationships. People were supported by staff who had the skills and knowledge to meet their needs. Staff understood and felt confident in their role.
Staff liaised with other health care professionals to ensure people's safety and to meet their 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.
Staff spoke positively about working for the provider. They felt well supported and they could talk to management at any time, feeling confident any concerns would be acted on promptly. Staff felt valued and happy in their role.
Audits were completed by staff and the registered manager to check the quality and safety of the service.
The registered manager and care coordinator worked well to lead the staff team in their roles and ensure people received a good service.
More information is in Detailed Findings below
Rating at last inspection
The service was given an overall rating of requires improvement.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk