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Inspection Summary


Overall summary & rating

Good

Updated 5 September 2017

Purple Balm Teignbridge provides care and support to mostly older people, who live in their own homes. The services provided include personal care and domestic work for people living in Newton Abbot, Teignmouth, Dawlish, Bovey Tracey, Chudleigh and the surrounding areas.

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.

We visited the office on 8 August 2017. We carried out phone calls and home visits to people who used the service and their relatives on 9 August 2017. At the time of this announced inspection, 34 people were receiving personal care from the service. The service was registered in September 2016 and this was the first inspection.

People and their relatives were pleased with the way staff treated them. We found people benefited from small, regular staff teams who they had built relationships with over time. Each person we spoke with told us their care workers were kind, caring and compassionate. Comments included “All the staff are excellent; They’re fantastic, friendly, helpful and caring” and “They are by far the best staff I’ve had.” A health and social care professional said “Compassionate quality care is provided by this agency.”

People benefited from effective care because staff were trained and supported to meet their needs. People told us staff knew how to meet their needs. Comments included “They’re top notch” and “If there’s any new staff, they come out with other staff and soon learn the ropes.”

We saw staff and people interact in a friendly way. People were pleased to see the staff. The staff knew people well and chatted with them with warmth. Staff checked with people whether they could do anything else for them before leaving. One person said “You only have to ask. They always ask if there’s anything else I need. I couldn’t do without them.”

People and their relatives told us they felt safe when staff were in their home and when they received care. People told us "I feel very safe” and “They’re trustworthy.” Staff had a good understanding of safeguarding and knew how to report any concerns in line with the service's safeguarding policy. Staff told us they felt confident the provider would respond and take appropriate action if they raised concerns. Safe staff recruitment procedures were in place. This helped reduce the risk of the provider employing a person who may be a risk to people.

Care plans were developed with each person. They described in detail the support the person needed to manage their day to day health needs. Staff knew people well and were able to tell us how they supported people. During home visits, we saw staff responded to people's requests, met their needs appropriately, and knew how they liked things to be done. We saw risk assessments had been undertaken for each person. Where concerns were identified, action had been taken to reduce the risks to people.

People told us staff were usually on time and had time to meet their needs in the way they wanted. People were provided with a copy of the staff rota so they knew who was due to visit them. Staff told us they had enough time to travel between visits.

People were supported safely with their medicines and told us they were happy with the support they received. Staff completed medication administration record (MAR) sheets after giving people their medicines. The MAR sheets were audited to ensure people had received their medicines as prescribed to promote good health.

The service sought regular feedback. People told us they were asked for feedback over the phone, during visits and during care plan reviews. People and their relatives felt able to raise concerns or make a complaint. They were co

Inspection areas

Safe

Good

Updated 5 September 2017

The service was safe.

People received safe care and support. They were protected from the risk of abuse through the provision of policies, procedures and staff training.

People were protected from risks to their health and wellbeing because staff took action when issues were identified.

Safe and robust staff recruitment procedures helped to ensure that people received their support from suitable staff.

Effective

Good

Updated 5 September 2017

The service was effective.

People benefited from having staff who were skilled and supported in their job role.

People were supported by staff who were trained in the Mental Capacity Act and understood the need for consent.

People were supported by staff who sought advice from health care services to ensure their needs were met.

Caring

Good

Updated 5 September 2017

The service was caring.

People benefited from staff who took time to listen to them and get to know them. Staff had formed strong caring relationships with people.

People and their relatives were involved in their care and staff respected people’s wishes.

People benefited from staff who promoted their independence and encouraged them to do as much for themselves as possible.

Responsive

Good

Updated 5 September 2017

The service was responsive.

Care plans were developed with the person. They described the support the person needed to manage their day to day health needs.

Staff responded to people's requests and met their needs appropriately. The service was flexible and responded to changes in people's needs.

People were encouraged to give their views and raise concerns and complaints if the need arose.

Well-led

Good

Updated 5 September 2017

The service was well-led.

People benefited from a service that had a registered manager and a culture that was open, friendly and welcoming.

People received good quality care as the provider had created a positive staff culture.

Systems were effective in assessing and monitoring the quality of care provided to people. The service encouraged feedback and used this to drive improvements.