Archived: Managing Care Limited

Updated 30 June 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 7 June 2016. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. This was the first inspection since the service moved to its new location. This inspection was carried out by one inspector.

During the inspection we spoke with four staff and the director and the registered manager. We looked at five people’s care files and five staff files. We also looked at other records related to the running of the service. After the inspection we spoke with seven people and five relatives by telephone.

Updated 30 June 2016

This inspection took place on 7 June 2016. This was the first inspection since the service moved to its new location.

Managing Care is a domiciliary care provider which provides support and care to 75 people living in their own homes in the London Borough of Wandsworth. People who use the service are mainly older adults living within the local community, some of whom have dementia. The service also supports some younger adults.

There was a registered manager employed at the service. 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.

People told us they received safe care and support from staff who they said they were happy with. Staff received training to recognise and protect people from abuse and they knew what actions to take if concerns arose.

People were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. Most people said they had a consistent team of staff who visited them. Staff recruitment processes were robust.

Risks to people and to staff were assessed and risk management plans were incorporated into care plans that were discussed and agreed with people.

Some people needed assistance with their medicines and we found that staff were properly trained to do so.

All staff received training when they started with the service and further training to increase their skills and knowledge of the work. People said they felt staff were well trained and we found they were supported by staff who were appropriately supported and regularly supervised.

Staff showed they were aware of people’s capacity to make decisions about their care and documented this in people’s written records. People's care needs were recorded and reviewed regularly with senior staff and the person receiving the care or a relevant representative. All care plans included written consent to care. Staff had comprehensive information and guidance in care plans to deliver care the way people preferred.

Most people were able to access health care professionals independently. Staff monitored people's health with their consent and could direct them to healthcare professionals as appropriate.

People said staff who supported them were caring, polite and friendly. They told us staff respected their privacy and dignity and people told us they felt listened to by staff. People were able to contribute to their care plans and make decisions about how they wanted their care and support to be provided for them. All the care plans we looked at were personalised and contained information that assisted staff to provide care in a way that respected people’s wishes.

Commissioners we spoke with said they were very happy with the service provided to people in Wandsworth.

The agency had a complaints policy and procedure that was included in people's care records. People said they were aware of the procedure and had numbers they could ring to complain. People and staff spoken with said they felt confident they could raise concerns with the registered manager and senior staff. Records showed the agency responded to concerns and complaints and learnt from the issues raised.

There were systems in place to monitor the care provided and people's views and opinions were sought regularly about the quality of the service. Suggestions for change were listened to and actions taken to improve the service provided, where necessary.