Background to this inspection
Updated
24 April 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 was carried out by one adult social care inspector and an ‘expert by experience’. An 'expert by experience' is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
HaywardCare Ltd is a is a domiciliary care agency, providing personal care and support to people living in their own homes.
The service did not have a manager registered with CQC at the time of the inspection. A manager had been appointed and had submitted the relevant registered manager application forms to CQC.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection visit. This is because it is a small service and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in the office when we visited.
What we did:
Our planning considered all the information we held about the service. This information included notifications the provider had sent us, to notify us about incidents such as safeguarding concerns, complaints and accidents. A notification is information about important events which the service is required to send us by law. We also contacted the commissioners of the service to gain their views.
The provider had completed a provider information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and any improvements they plan to make. This information formed part of our inspection 'planning tool' document.
During the inspection, we spoke with four people who were receiving support and nine relatives. We also spoke with the manager and five members of staff.
We checked five care records of people who were receiving support, recruitment records for four members of staff and other records relating to the management and quality monitoring of the service.
Updated
24 April 2019
About the service: HaywardCare Ltd is a domiciliary care agency supporting people who are living in their own homes; the service provides personal care and support to people living in their own homes in Cannock and the surrounding areas. At the time of the inspection 45 people were receiving support from the service.
People’s experience of using this service:
Although quality assurance systems and processes had improved since the last inspection; audits and checks that were in place could be further reviewed and developed upon. Care records did not always contain the correct level of information required.
We recommend that quality assurance processes are reviewed.
Quality assurance questionnaires were circulated and quality reviews were taking place. These helped to establish people’s thoughts and views about the quality and safety of care they received.
Action plans were created as a measure of identifying areas of improvement and how these needed to be addressed.
People’s level of risk was assessed from the outset; risk was regularly reviewed and safely managed. Staff were familiar with the care and support people required.
People were protected from the risk of abuse and avoidable harm. The registered provider had safeguarding and whistleblowing procedures in place. Staff were familiar with the reporting procedures and the importance of keeping people safe.
People safely received support with their medicines. Staff completed medication training and regularly had their competency levels assessed.
There was a health and safety policy in place. This contained guidance in relation to infection prevention measures that staff needed to comply with. Staff had access to personal protective equipment (PPE).
People received support from regular staff; staff were able to develop positive relationships with people they supported. People and relatives confirmed that staff were familiar with the tailored level of support that was required.
Safe recruitment procedures were in place. Pre-employment checks were carried out and necessary references were obtained.
Staff told us they were supported with training, learning and development opportunities. Training was up to date and staff received regular supervision and annual appraisals.
Principles of the Mental Capacity Act (MCA) 2005 were followed. Staff understood and respected people’s right to make their own decisions and encouraged people to remain as independent as possible.
Staff provided care that was respectful, dignified and compassionate. People and relatives told us that the care and support delivered was high-quality and person-centred.
Staff were familiar with people’s likes, wishes and preferences. Care records contained specific information in relation to the tailored support people required.
The registered provider had an up to date complaints policy in place. People and relatives were familiar with the complaints procedure and told us they would feel confident raising any concerns that presented.
Rating at last inspection: At the last inspection service was rated ‘Good’ (report published August 2016). At this inspection we found that the registered provider continued to provide a 'good' provision of care. The evidence we reviewed and feedback we received continued to support the rating of ‘good’; there was no evidence or information from our inspection or ongoing monitoring that demonstrated serious risks or concerns.
Why we inspected: This was a planned inspection as part of The Care Quality Commission's (CQC) inspection schedule.
Follow up: We will continue to monitor all intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.