31 May 2018
During a routine inspection
Personal care is a regulated activity; CQC only inspects the service being received by people provided with 'personal care' living in their own homes or in specialist housing; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
We brought this inspection forward due to some concerns that had been raised by the local authority. These had been related to shortfalls regarding records and recruitment practices. Since these concerned had been raised the provider had been working with the local authority to address these issues and meet with the requirements of their registration.
There was an application being processed for the position of registered manager 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.
Any assessed risks associated with people's support was reviewed and developed to minimise or eliminated perceived risks. This formed part of the initial review a person's needs on their referral. The person's home environment was also risk assessed to safeguard the individual and also members of staff. These assessments were fully documented in personal support plans.
Risks associated with the environment had been assessed and information recorded to inform staff how they should carry out supporting people in a safe way.
People received regular calls from staff as they needed, with people being informed if staff were going to be late.
Staff had received training and the systems in place showed when this was due to be refreshed.
People had an assessment of their needs and support plans were developed to inform staff of how to support people in the way they had chosen.
Staff were aware of their responsibilities to protect people from avoidable harm and abuse. Training covered these as well as other areas that included infection control, safe handling of medicines, food hygiene and health and safety.
Staff treated people with respect and kindness, they were caring and compassionate in their care and approach. Independence was promoted and privacy and dignity respected.
People knew how to raise a concern or make a complaint. Whilst people had experienced a positive outcome, they said they would not hesitate to speak to staff or contact the office with any concerns.
The provider was aware of their responsibility to gain feedback regarding the quality of the care and support that was provided. They had developed questionnaires ready to be issued for this purpose. The provider also gathered comments and feelings from people when they visited people in their home, or undertook support for any reason.
The provider had systems and processes in place to regularly review the quality and safety of the service people received. Monthly audits of records and recorded telephone conversations with people using the service meant that any areas requiring attention were quickly identified.