EveryDay

Everyday is a domiciliary care agency that provides personal care to people living in their own houses and in specialist housing. It provides a service to older adults, including people living with dementia and younger disabled adults. This service provides care and support to people living in specialist 'extra care' housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. People's care and housing are provided under separate contractual agreements. The Care Quality Commission does not regulate premises used for extra care housing; this inspection looked at people's personal care and support service. There were 300 people using the service at the time of inspection.

People's experience of using this service and what we found

People were looked after safely by familiar, trusted staff who arrived on time. People and relatives consistently praised staff for their diligence, patience and their caring approach.

Staff worked together well to keep people safe, for instance covering shifts when needed. Staff worked hard as a team.

Risks to people's health and safety were assessed and regularly reviewed. These assessments were person centred and detailed, with input from external specialists when needed.

Staff were recruited safely. Their competence was regularly assessed and there was a range of refresher training in place.

Medicines were administered safely. The registered manager had regard to good practice and was responsive to feedback.

Staff were trained to use PPE appropriately.

The provider had safeguarding and whistleblowing training, policies and systems in place. Staff were comfortable raising concerns if they needed to.

The registered manager demonstrated lessons learned from previous incidents and an open approach when a mistake was made.

The registered manager and other senior staff demonstrated the strong auditing and governance arrangements in place. Accidents, incidents and safeguarding concerns were all recorded, analysed and reflected on at individual staff level and taken to board meetings where there was learning to share.

Feedback from people, relatives and external agencies was positive regarding the leadership 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 29 January 2018)

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

Everyday (North Tyneside) is a domiciliary care agency that provides personal care to people living in their own houses and in specialist housing. It provides a service to older adults, including people living with dementia and younger disabled adults. This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. The Care Quality Commission does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

The service had a registered manager in post. A registered manager 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 found there was sufficient staffing capacity and people received a reliable and consistent service. The staff were trained, supervised and had the necessary skills to support people effectively.

The service had established systems to protect people from harm, abuse and risks to their personal safety. Where required, people were provided with appropriate assistance with their medicines and in meeting their health-related and dietary needs.

People were consulted about and consented to their care. The implications of mental capacity law in upholding people’s rights were understood and put into practice.

Supportive relationships had been formed between people, their families, the staff and management. People felt they were treated kindly, that staff had a caring approach and were respectful of their privacy and dignity.

People were informed about what they could expect from using the service. Further information, advice and local support services within the organisation were made available to people and their carers. There was good teamwork in co-ordinating and delivering people’s care.

Care planning was focused on the individual’s needs, preferences and provision of personalised care. The staff teams worked flexibly and were responsive to people’s changing needs. Care staff provided companionship and, where possible, supported people to prevent them from being socially isolated.

People were encouraged to express their views about their care experiences and the service they received. Feedback was used to influence improvements and any complaints were taken seriously and responded to.

The service worked openly and inclusively with people, their relatives and staff. There were good leadership and governance arrangements, and aims were set each year to develop the quality of the services provided. We found some issues with quality assurance and have made a recommendation about more robust auditing of records and monitoring of the timings of visits.