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Inspection Summary


Overall summary & rating

Good

Updated 6 September 2017

This inspection took place on 7 August 2017 and was announced. We gave the registered manager 48 hours' notice as we needed to make sure someone would be in the office. This was the first inspection carried out at the service since the provider added this location to their registration on 11 August 2016.

Forestcare has recently celebrated its 25th anniversary. On their website they say they are Bracknell Forest’s telecare service, "Designed to offer personalised support to suit a range of needs, Forestcare offers free assessments and advice to the borough’s vulnerable residents and their families. Through this service the team design a bespoke monitoring and response package to enable the borough’s older and vulnerable residents to maintain their independence while having peace of mind that help is at hand."

Forestcare provides a number of different services to support and enable people to continue to live in their own homes. The majority of the services are linked, but different aspects of the service provision, although linked together, are not regulated.

Some of the services they offer that do not require registration include:

- The lifeline service. This is a 24 hour, 365 days a year telecare service. Forestcare install and monitor lifeline alarms in people's homes. People then wear a pendant which they can press to call for assistance if they need it.

- Care calls. A care call is where staff at the service's control centre telephone people at pre-arranged times each day to check they are okay. Care calls can also be used to prompt people to take their medicines.

- Medicine monitoring. People can have their medicine in a unit which is programmed to dispense medicine at chosen intervals. If the person does not take their medicine at the appropriate time the unit will sound an alert and will raise an automatic call through to the Forestcare control centre.

- Mobile global positioning system (GPS) lifeline monitoring. The device provided for this service is the size of a key fob and is fitted with a roaming phone card which utilises the mobile phone network to connect to the control centre. It has a button which can be used to raise an alert to Forestcare so they can find out what the problem is and arrange help. The GPS element of the device also enables the service to locate the person if they get lost or have an accident, wherever they are.

In November 2016 Forestcare launched its new 'responder service', which provides emergency care to people in their own home at any time of the day or night. The emergency care and support offered may involve the provision of personal care and it is this aspect of the service which is registered and regulated by the Care Quality Commission. The responder service is offered to people as an addition to the lifeline service and includes staff visiting people in emergencies and providing whatever support is indicated, which may include personal care. In their documentation they state that, "Each emergency care situation is different, but some common scenarios we regularly give immediate support to include: rapid response for an unplanned discharge from hospital; emergency support when another agency has let a family down; help when unforeseen circumstances occur and a family has other commitments; assistance with personal care and falls."

Overall the service handles approximately 10,000 calls a week and they monitor more than 3,000 lifeline alarms across Bracknell Forest and surrounding areas. At the time of our inspection 17 people were signed up to the responder service. Plans were underway for a further 80 people to sign up in August and September 2017.

The service had a registered manager as required. A registered manager is a person who has registered with the CQC 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 regulatio

Inspection areas

Safe

Good

Updated 6 September 2017

The service was safe.

Staff had a good understanding of how to keep people safe and their responsibilities for reporting accidents, incidents or concerns.

Risks to people’s personal safety had been assessed and plans were in place to minimise those risks. Recruitment processes were in place to make sure, as far as possible, that people were protected from staff being employed who were not suitable.

People were protected from the risks of abuse and there were sufficient numbers of staff.

Effective

Good

Updated 6 September 2017

The service was effective.

People benefitted from a staff team that had the skills and support needed to deliver the service offered to a good standard.

Staff promoted people's rights to consent to their care and to make their own decisions.

People were supported by staff who ensured prompt action was taken to address any emergency health or wellbeing needs.

Caring

Good

Updated 6 September 2017

The service was caring.

People benefitted from a staff team that was caring and respectful.

People received individualised care from staff who were understanding of their known wishes and preferences.

People's rights to privacy and dignity were respected and people were supported to maintain their independence whenever possible.

Responsive

Good

Updated 6 September 2017

The service was responsive.

People received support that was personalised to meet their individual needs.

The service provided was monitored, reviewed and improved in response to the changing needs of people who use the service.

No formal complaints had been made to the service since registration. People said the service responded well to any concerns they may raise.

Well-led

Good

Updated 6 September 2017

The service was well led.

People were supported by staff who were happy working at the service. There was a strong team spirit with staff supporting each other and working well together. They felt supported by the management and felt the training and support they received helped them to do their job well.

Quality assurance systems were in place to monitor the quality of service being delivered and the running of the service. This was supported by a community professional who felt the service was well-managed and tried hard to continuously improve the quality of care and support provided.