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Emmaculate Care Services Selby Office Good

Inspection Summary


Overall summary & rating

Good

Updated 25 August 2018

Emmaculate Care Services Selby Office is a domiciliary care agency. It provides personal care to people living in their own homes. The service supports younger adults and older people, as well as people with a learning disabilities or autistic spectrum disorder, mental health needs, people who misuse drugs and alcohol, people with an eating disorder, a physical disability or sensory impairment and people who may be living with dementia.

Not everyone using Emmaculate Care Services Selby Office receives regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

Inspection activity started on 14 June 2018 and ended on 27 June 2018. It included telephone calls to people who used the service and their relatives or carers. We visited the office location on 18 and 27 June 2018 to see the registered manager and office staff; and to review care records and policies and procedures. The provider was given five days’ notice of our inspection, because the location provides a domiciliary care service and we needed to be sure that someone would be in the location’s office when we visited. At the time of our inspection, there were 19 mainly older people using the service.

At the last inspection in April 2017, records were not always well maintained and effective systems were not in place to monitor and audit the quality and safety of the service. We rated the service requires improvement overall and identified one breach of regulation relating to the governance of the service. We asked the provider to take action to address our concerns. At this inspection, improvements had been made and we rated the service ‘Good’ overall.

Risk assessments did not always contain clear and detailed information about how staff should manage risks to keep people safe. It is important that risk assessments provide clear and detailed information to support staff to provide consistently safe care.

Staff supported people to take their prescribed medicines. The provider had not followed their own policy and procedure, as sufficiently detailed protocols were not always in place to guide staff on when to administer medicines prescribed to be taken 'as required', such as pain relief. It is important staff have information about when to administer these medicines to ensure they are given safely and appropriately.

Improvements had been made to how staff training, supervision and appraisals were evidenced. Staff completed a range of training courses to support them to provide effective care. The registered manager documented observations and competency checks to monitor the support they provided and support staff to continually improve and develop. Staff received regular supervision and an appraisal of their performance. People gave positive feedback about the skills and experience of the staff who supported them.

Consent to care was recorded. Staff documented mental capacity assessments. We spoke with the registered manager about making sure they recorded the specific decision for which people’s mental capacity was being assessed. Staff supported people to make sure people ate and drank enough. They helped people to access healthcare services if they were unwell or needed medical attention.

Staff were trained to recognise and respond to safeguarding concerns. The provider safely recruited new staff. Enough staff were deployed to meet people’s needs. People told us staff were reliable and punctual. Systems were in place to minimise the risk of spreading infections.

People praised the attitude and friendliness of staff and complimented their kind, caring and respectful approach. People told us staff listened to them, treated them with dignity and respected their decisions.

Staff provided person-centred care and responded to people’s needs. People told us they

Inspection areas

Safe

Requires improvement

Updated 25 August 2018

The service required improvement to be safe.

Risks assessments did not always contain enough information about how risks should be managed.

Staff supported people to take their prescribed medicines. More information was needed to guide staff on when to administer medicines prescribed to be taken �as required�.

Staff understood their responsibility to identify and report any safeguarding concerns.

The provider safely recruited new staff. Sufficient staff were deployed and staff were reliable and punctual.

Systems were in place to minimise the risk of spreading infections.

Effective

Good

Updated 25 August 2018

The service was effective.

Staff completed a range of training and learning opportunities. People gave positive feedback about staff�s skills and the effective care they provided.

The registered manager completed supervisions, spot checks and appraisals to monitor staff�s progress and support their development.

Staff sought people�s permission before providing support. Consent to care was documented in people�s care records.

Staff supported people to make sure they ate and drank enough. They sought medical attention when needed to ensure people�s needs were met.

Caring

Good

Updated 25 August 2018

The service was caring.

People told us staff were kind, caring and courteous.

People had choice and control over the support staff provided.

Staff supported people to maintain their privacy and dignity.

Responsive

Good

Updated 25 August 2018

The service was responsive.

Staff listened to people and provided person-centred care to meet their needs.

Care plans included information to guide staff on how best to support people.

People told us they felt able to raise any issues or concerns and were confident these would be dealt with. The provider had a system in place to respond to any complaints.

Well-led

Good

Updated 25 August 2018

The service was well-led.

Improvements had been made to record keeping. We made a recommendation about continuing to strengthen and develop audits.

People gave very positive feedback about the service. They told us management were approachable and praised the communication.

Staff told us management were supportive.