Background to this inspection
Updated
19 December 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 24 September 2019 and ended on 11 October 2019. We visited the office location on 26 September 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
As part of the inspection we spoke with four care staff, one care co-ordinator, the deputy manager and the registered manager. We reviewed the care records held at the office for three people and viewed two staff recruitment records. We also looked at records relating to the management and quality assurance of the service including checks the registered manager made. These included checks of care plans, daily records and medicine administration records. We reviewed minutes of staff team meetings, complaints and compliments. In addition, we also reviewed staff training records, memos sent to staff and responses to questionnaires from people who use the service.
After the inspection
We spoke with three people and four relatives to gather their views on the service via telephone.
Updated
19 December 2019
About the service
The service provides personal care to people living either in their own home or the home of a family member. At the time of the inspection, approximately 60 people used the service and a registered manager was in post. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People who used the service and their relatives told us staff were compassionate and professional. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People's healthcare needs were being met and medicines were being managed safely.
People were protected against avoidable harm, abuse, neglect and discrimination. The care they received was safe.
People's likes, preferences and dislikes were assessed, and care packages met people's desired expectations. Care plans were up to date and detailed what care and support people wanted and needed. Risk assessments were in place and showed what action had been taken to mitigate identified risks.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff were being recruited safely and there were enough staff to take care of people. Staff were receiving appropriate training and they told us the training was good and relevant to their role. Staff were supported by the registered manager and were receiving formal supervision where they could discuss their ongoing development needs.
Everyone spoke highly of the registered manager who they said was approachable and supportive. The provider had effective systems in place to monitor the quality of care provided and where issues were identified, they acted to make improvements.
There was a complaints procedure in place and people knew how to complain The provider and registered manager understood the regulatory requirements and monitored the quality and safety of the service on a regular basis.
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 28 March 2017). At this inspection the service has remained Good.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.