Archived: Intercare Services

There was a manager at the service who was registered with the Care Quality Commission (CQC). 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 and associated Regulations about how the service is run.

Intercare Services has been operating for a number of years. Change of address and change to the named provider resulted in a new registration. This is the services first inspection under these changes.

In April 2017 the service obtained a new contract of work that resulted in staff and service users transferring from an agency that had closed. This resulted in Intercare services doubling in size.

The inspection took place on 4 and 5 September 2017. We gave the registered manager 48 hours’ notice of our inspection to make sure the registered manager, some staff and some people receiving support would be available to meet and speak with us.

In the main people spoke positively about the support provided to them. They told us they felt safe and their care workers were respectful and kind.

We saw there were systems in place to protect people from the risk of harm. Staff we spoke with were knowledgeable about safeguarding people and were able to explain the procedures to follow should an allegation of abuse be made. Assessments identified risks to people, and management plans to reduce the risks were in place to ensure people's safety.

We found systems were in place to make sure people received their medicines safely so their health was looked after.

Staff recruitment procedures ensured people’s safety was promoted. However, whilst records held detail of previous employment, some recruitment records seen did not provide a satisfactory explanation of gaps in employment. These were obtained and recorded during the week of this inspection.

There were appropriate numbers of staff employed to meet people’s needs and provide a flexible service.

Staff were provided with relevant training so they had the skills and knowledge they needed to undertake their role.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The registered provider’s policies and systems supported this practice. People had consented to receiving care and support from Intercare Services.

Visit times were flexible to support people’s access to health professionals to help maintain their health.

People were encouraged and supported to maintain a healthy diet which took into account their needs and preferences, so their health was promoted and choices could be respected.

Staff knew the people they supported well. People’s privacy and dignity was respected and promoted. Staff understood how to support people in a sensitive way.

People said they could speak with their care workers or the registered manager if they had any worries or concerns and they would be listened to.

There were systems in place to monitor and improve the quality of the service provided. Regular checks and audits were undertaken to make sure full and safe procedures were adhered to.