Background to this inspection
Updated
14 January 2017
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.
The inspection took place on 12 December 2016 and was announced. The provider was given 24 hours’ notice of the inspection as we needed to be sure that the office was open and staff would be available to speak with us. The inspection was carried out by one inspector on the day and second inspector made calls to people who use the service and their families to get their views.
Before the inspection, we looked at previous inspection reports and notifications about important events that had taken place in the service, which the provider is required to tell us by law. We used all this information to decide which areas to focus on during our inspection.
We visited the agency’s office in Rochester area of Kent. We spoke with the registered manager. The registered manager had many years of experience working within Health and Social care sectors. We also spoke with the service manager of the agency. Following the inspection visit, we spoke with two people who used the service, one relative and three members of staff on the phone.
During the inspection visit, we reviewed a variety of documents. These included three people’s care records, which included care plans, health care notes, risk assessments and daily records. We also looked at three staff recruitment files, records relating to the management of the service, such as staff training programmes, audits, satisfaction surveys, staff rotas, policies and procedures.
Updated
14 January 2017
The inspection was carried out on 12 December 2016, and was an announced inspection. The provider was given 24 hours’ notice of the inspection as we needed to be sure that the office was open and staff would be available to speak with us.
Carers FIRST is a registered charity that provides respite support to people in their own homes. They are a domiciliary care service delivering personal care and support to the cared for person to enable the carer to have a break. At the time of the inspection, the service was providing personal care to 12 people.
There was a 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 and associated Regulations about how the service is run.
The agency had suitable processes in place to safeguard people from different forms of abuse. Staff had been trained in safeguarding people and in the agency’s whistleblowing policy. They were confident that they could raise any matters of concern with the registered manager, or the local authority safeguarding team.
The agency provided sufficient numbers of staff to meet people’s needs and provide a flexible service.
The registered manager carried out risk assessments when they visited people for the first time. Other assessments identified people’s specific health and care needs, their mental health needs, medicines management, and any equipment needed. Care was planned and agreed between the agency and the individual person concerned. Some people were supported by their family members to discuss their care needs, if this was their choice to do so.
They had robust recruitment practices in place. Applicants were assessed as suitable for their job roles. Refresher training was provided at regular intervals. All staff received induction training at start of their employment.
The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards. The registered manager and staff understood their responsibilities under the Mental Capacity Act 2005.
People were supported with meal planning, preparation and eating and drinking. Staff supported people, by contacting the office to alert the registered manager to any identified health needs so that their doctor or nurse could be informed.
People said that they knew they could contact the registered manager at any time, and they felt confident about raising any concerns or other issues. The registered manager carried out spot checks to assess care staff’s work and procedures, with people’s prior agreement. This enabled people to get to know the registered manager.
The agency had processes in place to monitor the delivery of the service. As well as talking to the registered manager at spot checks, people could phone the office at any time.
People said that they knew they could contact the provider at any time, and they felt confident about raising any concerns or other issues.
People spoke positively about the way the agency was run. The management team and staff understood their respective roles and responsibilities. Staff told us that the registered manager was very approachable and understanding.