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Archived: HomeCare (Mellor) Good

Inspection Summary


Overall summary & rating

Good

Updated 18 August 2015

The inspection took place on 12 May 2015. The registered manager was given 48 hours’ notice of our intention to inspect the service. This was in line with our procedures when inspecting domiciliary care agencies as it ensured there would be someone available at the agency’s office to provide us with the necessary information.

HomeCare (Mellor) is a domiciliary care agency that provides care and support to people in their own homes. Following an assessment of a client’s needs, an individual care package is put in place, which will include areas such as personal care or assistance with domestic tasks.

The service supports people with a wide range of needs including older people, people with physical disabilities or people with learning disabilities.

The last inspection of the service took place on 9 May 2013. During this inspection the service was found to be meeting all the regulations that were assessed.

We were assisted during this inspection by the long-term registered manager of 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 we spoke with who used the service told us they felt safe and well cared for. People were satisfied that their care workers understood their needs and supported them in a safe and effective manner. People spoke highly of care workers describing them as kind, caring and respectful. They said they were treated in a compassionate way and that their privacy and dignity was respected.

There were effective systems in place to assess and manage risks to people’s health and wellbeing. The service worked well with community health care professionals to help ensure people received effective health care. People who required assistance to take their medicines were provided with safe support.

People’s care plans reflected their individual needs and personal wishes. People told us they were involved in the development of their care plans and were enabled to express their views on an ongoing basis.

People described a service that was responsive to their needs and flexible. However, some people did express dissatisfaction with the punctuality of care workers. This was discussed with the registered manager during the inspection who was able to demonstrate that she has identified this area as requiring improvement and had developed an improvement plan in response.

The service carried out robust recruitment procedures which included the requirement of any new staff to undergo a series of background checks. These included Disclosure and Barring Service (DBS) checks which would identify if the individual had any criminal convictions or had ever been barred from working with vulnerable people. The recruitment procedures followed helped to ensure people of unsuitable character were not employed.

The registered manager demonstrated a positive approach to the training and support of staff. There was a dedicated training manager in place who led the learning and development programme for staff and monitored the area very closely.

New staff were provided with a thorough induction and an ongoing training programme ensured care workers received regular refresher training and competence assessments. There was an effective supervision programme in place, which meant staff had the benefit of regular 1-1 support from a manager.

Staff described a supportive and approachable management team. Care workers told us they knew who to speak to if they had any concerns and the processes to follow if they identified any concerns about the safety or wellbeing of people who used the service.

The registered manager had effective systems in place to monitor safety and quality across the service. In addition, we saw that people who used the service were enabled to express their views and share their experiences. Where areas for improvement were identified the registered manager took action to address them.

Inspection areas

Safe

Good

Updated 18 August 2015

The service was safe.

Risks to the health, safety or wellbeing of people who used the service were assessed and managed effectively.

Staff were aware of their responsibility to protect people from abuse and were confident to report any concerns to their managers.

Staff were carefully recruited to help ensure they were of suitable character to work with vulnerable people.

There were effective arrangements in place which helped to ensure people who required assistance with medicines were provided with safe support.

Effective

Good

Updated 18 August 2015

The service was effective.

People received care that met their needs and promoted their wellbeing.

Staff received a good standard of training and support to assist them in providing safe and effective care.

The service worked in accordance with the Mental Capacity Act 2005 so that the rights of people who did not have the capacity to consent to any aspects of their care were protected.

Caring

Good

Updated 18 August 2015

The service was caring.

People told us that staff supported them in a kind and caring manner.

People told us care workers were respectful and supported them in a manner that promoted their privacy and dignity.

People felt able to express their views about their care and support and that their care was provided in a way that reflected their individual needs and wishes.

Responsive

Requires improvement

Updated 18 August 2015

The service was not consistently responsive.

Some people felt their carers were not punctual and at times felt inconvenienced by changes to their agreed times.

People received effective care that met their needs. The service responded promptly to any required changes in a person’s care plan.

People felt able to raise concerns and had confidence in the registered manager to address their concerns appropriately.

Well-led

Good

Updated 18 August 2015

The service was well led.

There was a well-established management structure and clear lines of accountability, so people knew who to contact if they required any advice or guidance.

There were effective systems in place to regularly assess and monitor the quality of the service that people received and identify any opportunities for improvement.

The registered manager sought and acted on the views of people who used the service.