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Inspection Summary


Overall summary & rating

Good

Updated 15 August 2017

This was an announced inspection which took place on the 11 July 2017. This was the service’s first inspection since registration in July 2016. We made telephone calls to staff, people and their relatives in the week following the inspection visit to gather further feedback.

Amna Care is a domiciliary care agency which provides personal care and support to people in their own homes who have a variety of needs. The service is managed from an office located in South Shields. At the time of this inspection 110 people were using the service.

The service had a registered manager. 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.

We found that people's care was delivered safely and in a manner of their choosing. People were supported in ways that reflected their wishes and supported them to remain as independent as possible.

Where people's needs could not be met safely or effectively, provision of care was declined by the service.

People's medicines were managed well. Staff were vigilant to potential side effects and sought medical advice as needed when people's conditions changed. People and their family carers were encouraged to manage their own medicines if they wished. Issues with recording around medicines were being managed by the service through targeted training for staff to improve consistency.

Staff felt they were well trained and encouraged to look for ways to improve their work. Staff felt valued and this was reflected in the way they talked about the service, the registered manager and the people they worked with.

People who used the service were matched up with suitable staff to support their needs, and any requested changes were facilitated quickly. People and relatives were complimentary of the service and felt included and involved by the staff and registered manager. They felt the service provided met their needs.

There were high levels of contact between the staff and people, seeking feedback and offering prompt support when people's needs changed. People and their relatives felt able to raise any questions or concerns with the service and felt these would be acted upon.

When people's needs changed staff took action, seeking external professional help and incorporating any changes into care plans. People thought that staff were open and transparent with them about issues and sought their advice and input into their care.

The registered manager was seen as an effective leader, by both staff and people using the service. They were approachable, trusted and had created a strong sense of commitment to meeting people's diverse needs and supporting staff.

Inspection areas

Safe

Good

Updated 15 August 2017

The service was safe.

People were protected from possible abuse as systems were in place to protect people from abuse. Staff said they would be able to identify any instances of possible abuse and would report any that occurred.

Staffing levels were sufficient to meet people's needs safely. Appropriate checks were carried out before new staff began working with people.

People received their medicines in a safe and timely manner. Improvements to recording of medicines were being made by the service.

Effective

Good

Updated 15 August 2017

The service was effective.

Staff had access to the training they required to help them understand people’s care and support needs.

People's rights were protected.

Staff liaised with external professionals to make sure people's care and support needs were met.

People received the necessary support to ensure they had enough food and drink to meet their needs.

Caring

Good

Updated 15 August 2017

The service was caring.

People and family members told us staff were caring and respectful towards them.

Staff were aware of people's individual needs, backgrounds and personalities. This helped staff provide individualised care for the person.

People were encouraged and supported to make choices and to be involved in daily decision making.

Responsive

Good

Updated 15 August 2017

The service was responsive.

Care records were completed and reviewed regularly to ensure people received support in the way they needed and preferred.

People felt supported as their needs changed over time and that the service was provided flexibly.

People had information on how to complain or raise issues about the service.

Well-led

Good

Updated 15 August 2017

The service was well-led.

A registered manager was in place who encouraged an ethos of quality and compassion amongst staff and people who used the service.

Communication was effective and staff and people who used the service told us they felt listened to when they contacted the service.

The registered manager monitored the quality of the service and looked for any improvements to ensure that people received safe, personalised care.