Background to this inspection
Updated
16 June 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used this information to plan our inspection.
During the inspection
We visited the offices of this service. We spoke with the registered manager, the care coordinator and two members of staff. We inspected three care files and three staff files. We also reviewed a variety of records relating to the management of the service. We spoke with two people who used the service and two relatives on the telephone about their experience of the care provided. We asked the local authority for feedback but we did not receive any. We continued to seek clarification from the provider to validate evidence found.
Updated
16 June 2022
About the service:
New Horizons Homecare Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection it provides a service for eleven people. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People's experience of using this service and what we found:
People and their relatives told us they felt safe and were protected from the risk of abuse. The service had safeguarding procedures in place that staff received regular training about. Staff knew how to safeguard people from abuse and the processes that should be followed where concerns arose. Risk assessments and risk management strategies were in place as part of the assessment and support planning process. This meant risks to people and to staff were minimised.
There were robust recruitment practices in place and sufficient staff levels to meet people's needs.
The registered manager told us at the time of this inspection staff did not administer medicines to anybody. People’s relatives undertook the responsibility for this. However, we saw evidence all staff had received appropriate training on the safe administration of medicines. This together with appropriate supervision and monitoring meant when required people received their medicines safely and staff had clear guidance to follow.
The provider ensured that all their staff received appropriate training and support to understand and to manage COVID-19. This included best practice for infection control and the use of PPE. The provider made appropriate support services available to staff in order to support their mental wellbeing through the pandemic and if they became unwell and when they returned to work.
There were systems in place to ensure that accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.
Assessments were thorough and expected outcomes were identified. Support plans were reviewed and updated as people’s needs changed. People were supported by staff who knew them well and were able to identify people’s likes and dislikes. They were supported to eat and drink according to their dietary requirements taking into consideration people’s preferences.
Staff received comprehensive training in all the necessary areas of their work. Staff had regular supervision and they told us they felt supported.
People told us they were treated with dignity and respect. This was echoed by people’s relatives. They told us staff had the right skills to deliver appropriate care and support. Staff were able to communicate with people well. Information was provided in various formats where required.
People and their relatives were confident that any concerns would be addressed appropriately and resolved by the registered manager. They told us the registered manager welcomed feedback and they said complaints were dealt with swiftly and professionally.
People told us they thought the service was well led and that they were very happy with the support they received.
There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update:
The last rating for this service was good [published 19 July 2019].
Why we inspected:
This inspection was prompted by a review of the information we held about this service.
Follow up:
We will continue to monitor information we receive about the service, which will help inform when we next inspect.