8 August 2017
During a routine inspection
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 confident their concerns would be taken seriously. People told us they didn't have any complaints. Comments included "No problems whatsoever" and "Any worries, I would ring the office.” One person said when they had raised an issue with the office, they dealt with it straight away.
People told us the management were approachable and they were happy with the service. Comments included “I very often tell them how happy I am”, “I do recommend them to other people” and “They’re absolutely superb.” Staff told us they found the management team approachable and supportive. They told us they received regular support and advice via phone calls and during face to face meetings. They said “The door is always open” and “You only need to ring and they sort it.” One staff member said “We get support from the entire company.”
The registered manager and provider were keen to develop and improve the service. They kept up-to-date with best practice and met up with other care providers to share good practice. Records were clear, well organised and up-to-date. An audit system was in place to monitor the quality of the service. Unannounced checks to observe staff's competency were carried out on a regular basis.