Background to this inspection
Updated
23 November 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 conducted by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
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 person was also the nominated individual for the provider. 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 10 October 2019 and ended on 1 November 2019. This included phone calls to people and their relatives. We visited the office location on 31 October and 1 November 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
We spoke with four people who used the service and five relatives about their experience of the care provided. We spoke with five members of staff including the home care manager, a senior care worker and two care workers. We also spoke with the nominated individual and registered manager who were the same person. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
23 November 2019
About the service
William and Patricia Venton Centre is a domiciliary care service providing personal care to people in their homes. At the time of the inspection, they were supporting 19 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This involves 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 told us they felt safe. They felt supported by staff that knew them and the risks to their wellbeing. People had robust assessments that informed staff how to mitigate risks. People received their medicines safely. Since the previous inspection, medicines documentation had significantly improved and staff confidence in completing medicines forms had increased. There were enough staff to meet people’s needs and people saw the same staff every week. People told us staff were on time and that there was enough time to do everything they needed to. Staff had a good understanding of how to keep people safe and knew how and who to report concerns to.
Staff had the skills and knowledge to meet people’s needs. Their training was regularly reviewed, and their competency assessed by management. They also received regular supervision to support them in their roles. People had access to health and social care professionals to promote their wellbeing. Their needs were assessed and reviewed. People’s nutrition and hydration needs were consistently met.
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.
People and their relative’s spoke highly about the quality of staff and the relationships they had built. One person said, “The care I receive is very good. They are kind people, very accommodating.” Another told us, “Mine have become my friends. They really care about me.” A relative said, “I know care is excellent. They are a help and source of comfort.” People’s privacy, dignity and independence was continually promoted and encouraged. People felt able to express their views and be involved in decisions about their own care.
People and their relatives told us that staff were very responsive to them and any changing needs. One relative said, “Staff are very responsive and understanding. If I need to know something, I run it past her main carer or office staff.” People told us their needs and preferences were consistently met and reviewed regularly. There had been no complaints since the previous inspection, however people and their relatives knew the process and who they could speak to with any concerns. No-one was receiving end of life care at the time of inspection, however staff were exploring people’s preferences in advance, to prepare for a time this support may be required.
People, their relatives and staff spoke highly about the new management team. One person said, “The support from Age Concern is very good. I only have to ring the office to get instant action. They are kind and helpful.” A relative said, “My relative is very fond of the home care manager. Management is really sharp now. They listen and chat and would I recommend them to anyone.”
Vast improvements had been made to the quality assurance systems and people’s records since the previous inspection. The registered manager had also joined forums to promote partnership working and continuous learning. The management team sought feedback from people, their relatives and staff to improve the service and have consistent oversight of people’s experiences.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection (and update)
The last rating for this service was requires improvement (published 24 December 2018) and there was a breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
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.