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Archived: Fosse Healthcare - Derby Requires improvement

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 22 July 2017

This was an announced inspection that took place on 22 March 2017.

Fosse Healthcare - Derby provides personal care and treatment for adults living in their own homes. At the time of our inspection the service supported 50 people who lived within the city of Derby.

This was our first inspection of the service since they registered with us on 21 April 2016.

There is no registered manager in post. The manager is currently awaiting a disclosure and barring check, (DBS) check which will allow an application to register with CQC. At the point of publication this application had not been received.

The service does not have registered manager. The current manager is awaiting documentation before she can forward an application to be registered. This is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We received mixed comments about the quality and consistency of service people received. Some people told us they were pleased with the service and the manager and staff listened to them, wanted to hear their views, and kept them informed about the service. Others however told us about missed calls, changes of staff at short and sometimes no notice and changes of call times that impacted on the person receiving the service.

Medicines were now well managed following intervention by the new manager. There had been a number of occasions where people had not been given their medicine, or medicine was given but this had not been recorded on the appropriate charts.

Staff ensured most people had enough to eat and drink, with a small number that told us about early meals and lack of fluids between visits. Most staff took a flexible approach to the people they supported regularly by assisting them with additional household tasks. However there were a number of incidents reported to the staff at the office where people were unhappy with staff where they had left tasks incomplete. People and their relatives were aware how to make complaints about the quality of service they received. The service had received complaints and most had been addressed? Information about the complaint procedure was included in the information they received when the service began along with office and out of hours contact telephone numbers.

People and their relatives said the manager and staff were approachable and they were kept up-to-date with their family member’s progress and any changes or developments at the service.

The service provided safe care. Staff were trained in safeguarding (protecting people from abuse) and knew how to keep people safe. Information about safeguarding and whistleblowing was included in the staff handbook.

Staff provided people with the care and support they wanted and encouraged them and their relatives to be an active part of the care planning process. Staff had been trained to assist people to take their medicines safely and in the way they wanted them. People were treated with dignity and respect.

The area manager and manager carried out audits of all aspects of the service to drive improvement and to provide a well-led service. People’s and their relative’s views, were encouraged to add value to this process.

Inspection areas

Safe

Requires improvement

Updated 22 July 2017

The service was not consistently safe.

Some medicines were not administered safely, and some medicine records were not completed accurately. Most people had medicines given at the prescribed time.

People using the service felt safe and staff knew what to do if they had concerns about their welfare. Staff supported people to manage risks, and provided care at the times that had been agreed. Staff recruitment checks were in place to protect people from receiving personal care from unsuitable staff.

Effective

Good

Updated 22 July 2017

The service was effective.

Staff had the knowledge and skills they needed to support people safely and effectively. Staff had completed training essential to providing safe care, and supported most people to have sufficient to eat and drink.

People were encouraged to make choices and decisions about their lifestyles, and staff sought consent before commencing personal care.

Caring

Good

Updated 22 July 2017

The service was caring.

People received care and support from a group of staff, which encouraged caring relationships to be established.

People received information about Fosse Healthcare, which included information about the development and of their care plan. People’s views about their care and support had been sought and had been used in the development their care plans.

Responsive

Requires improvement

Updated 22 July 2017

The service was not consistently responsive.

Most people received personalised care that met their needs. However some people did not receive a responsive service that fully provided them with regular care at the agreed times, consistency of the staff and adequately timed nutrition and hydration. People knew how to make a complaint if they needed to and support was available for them to do this.

Well-led

Requires improvement

Updated 22 July 2017

The service was not consistently well led.

The service did not have a registered manager. A manager had been appointed. They and the staff team welcomed feedback from people and their relatives on the service provided. The provider used audits to check the quality of the service and drive improvements.

The service had an open and friendly culture and the manager and staff were approachable and helpful.