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Inspection Summary


Overall summary & rating

Good

Updated 18 January 2019

We inspected this service on 17 and 18 December 2018. The inspection was unannounced. At the last inspection, in September 2016, the service was rated ‘Good.’ At this inspection we have rated the service as ‘Good.’

North Hill Homecare, provides people with personal care in their own homes. At the time of the inspection the service provided support for approximately 130 people for people in the St Austell area. The service works primarily with elderly people.

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.

The service had satisfactory safeguarding policies and procedures to keep people safe. Staff were trained to recognise abuse, and knew what to do if they suspected abuse was occurring. Suitable risk assessment procedures were in place, and risk assessments were regularly reviewed. Where appropriate management and staff had submitted safeguarding referrals to the local authority.

Recruitment checks for new staff were satisfactory. For example, the registered provider obtained a Disclosure and Barring Service check and written reference check when the member of staff was recruited. When staff started to work at the agency they were required to complete a staff induction programme, which included relevant training which assisted the member of staff to carry out their job. The registered provider had a suitable system of staff supervision and annual appraisal.

Medicines procedures were safe, and we saw evidence that supported this, including administration records and systems to support people with medicines. Staff were trained in procedures to minimise the risk of infection. People and their relatives said staff were always well presented in their individual roles.. Staff said they were provided with disposable gloves and aprons to support them in their roles.

There were satisfactory procedures to assess people to check they were suitable to receive support from the service. Subsequently staff developed comprehensive care plans for people and these were regularly reviewed.

Some people received support to prepare meals. Where necessary procedures to monitor the food people had eaten and their fluid intake, were satisfactory.

Where people lacked mental capacity, the agency provided people with the correct support to ensure their rights were protected.

Staff worked with people to maximise their independence. We received positive support about staff attitudes. Comments included; “They send the loveliest girls and my life would be terrible without them…They are wonderful.” and “They are not carers they are more like our friends.”

The service had a complaints procedure. People said they would approach staff or management if they had a concern. People told us where they had raised concerns or complaints these had been managed sensitively and resolved appropriately.

Management were viewed positively by the people who used the service and staff who we contacted.

The staff team told us they worked well together. People and their relatives viewed staff positively and staff were viewed as caring.

Quality assurance processes were satisfactory to monitor the service was working effectively, and pick up and address shortfalls in service provision.

Inspection areas

Safe

Good

Updated 18 January 2019

The service continues to be Good.

Effective

Good

Updated 18 January 2019

The service continues to be Good.

Caring

Good

Updated 18 January 2019

The service continues to be Good.

Responsive

Good

Updated 18 January 2019

The service continues to be Good.

Well-led

Good

Updated 18 January 2019

The service continues to be Good.