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Head Office Good Also known as Office where all care is managed

Reports


Inspection carried out on 13 March 2020

During a routine inspection

About the service

Xtra Healthcare is a domiciliary care agency providing personal care to people living in their own homes. At the time of inspection four people were receiving personal care.

People’s experience of using this service and what we found

People were supported and cared for safely. Risk assessments were in place and reviewed regularly and as people’s needs changed. Staff understood safeguarding procedures. Safe recruitment practices were followed to ensure staff were suitable for their roles.

There were enough staff to meet people’s care and support needs. People were supported with their medicines and good infection control practices were in place.

People’s care files contained clear information covering all aspects of their care and support needs. Staff had a good understanding of people’s wishes and individual preferences. People’s personal preferences, likes and dislikes, communication needs and links with family were all considered within the care plans. Staff received training to meet people’s needs.

Where required, people were supported with their eating and drinking to ensure their dietary requirements were met. People were supported to use health care services when needed.

People received support from reliable, compassionate staff. Staff enjoyed working at the service and there was good communication and team work. Staff were caring in their approach and had good relationships with people and their relatives. People were treated with respect. Staff maintained people’s dignity and promoted their independence. Consent was sought before care tasks were undertaken.

The registered manager and management team monitored the quality of the service provided. They were aware of their legal responsibilities and worked in an open and transparent way. People and their relatives knew how to make a complaint.

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.

Rating at last inspection

The last rating for this service was good (published 2 October 2017).

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 out re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 31 August 2017

During a routine inspection

This first comprehensive inspection took place on 31 August 2017 and was announced.

The head office in Northampton for Xtra Healthcare Limited provides personal care for adults living in their own home, including people living with dementia. At the time of our visit there were four people using the service.

The service did not have a registered manager. The provider was managing the service and a new manager, who had already been recruited, was due to commence the following day after our inspection visit. 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 felt safe and were protected from the risk of avoidable harm. Staff were knowledgeable about the risks of abuse and there were suitable systems in place for recording, reporting and investigating incidents. Risks to people’s safety had been assessed and staff used these to assist people to remain as independent as possible. There were sufficient staff employed to meet the range of care and support needs of people who used the service. Staff had been recruited using effective recruitment processes. At the time of our inspection there was no one using the service that required support to take their medicines. However we found that systems were in place should this service be required.

Staff were knowledgeable about the needs of the people they cared for. They attended a variety of training to keep their knowledge and skills up to date. They were further supported with regular feedback from the provider about their work performance. People who used the service were encouraged to make their own decisions and staff followed the principles of the Mental Capacity Act 2005. People were provided with nutritional support if this was an assessed part of their package of care. Staff would be available to support people to access healthcare appointments if needed.

There were positive relationships between people, their families and members of staff and they were treated with kindness and compassion. People’s rights in making decisions and suggestions in relation to their support and care were valued and acted on. The privacy and dignity of people was promoted by staff and they treated people with respect.

People received person centred care that met their needs and centred around them as individuals. People’s needs were assessed before a care package commenced and care plans gave clear guidance to staff on how people were to be supported. Records showed that people and their relatives were involved in the assessment process and review of their care. The service was flexible and any additional support was provided where necessary. People knew how to make a complaint. There was a complaints procedure in place which was accessible to all.

There were quality monitoring systems and processes in place to make positive changes, drive future improvement and identify where action needed to be taken. There was an open culture and a clear vision and staff told us they were proud to work for the service. People and their relatives expressed confidence in the provider’s ability to provide person centred care and good oversight and leadership of the service.