28 September 2017
During a routine inspection
Waltham Forest Overnight Care Service is a domiciliary care service run by Genesis Housing Association Limited. The service provided night time personal care support to older people living in their own homes and sheltered accommodation, and at the time of inspection seven people were receiving support.
The service did not have a registered manager and was in the process of recruiting a new manager. The service was managed by the service manager who had been in the post since October 2016. Following the inspection, the provider informed us that the service manager was undergoing the registered manager registration process with the Care Quality Commission. 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.
People told us they were happy with the service and felt safe with staff. Staff understood how to safeguard people against harm and abuse. People’s risk assessments gave staff information on risks involved in supporting people and how to provide safe care. There were sufficient numbers of staff and the service maintained a pool of bank staff in case of staff emergencies and absences. People were happy with staff’s punctuality and told us staff were reliable. Staff recruitment checks were in place and confirmed staff were suitable before they started working with vulnerable people. People using the service were not supported with medicines management as either they were able to self-medicate or their medicines needs were met by their relatives.
Staff were aware of people’s needs and abilities and people told us their needs were met. Staff received regular relevant training and supervision to do their jobs effectively. People did not require nutrition and hydration support. The management provided information and guidance on health and care services to people and their relatives as and when required.
People told us staff were caring and kind and treated them with dignity and respect. Staff were trained in equality, diversity and dignity in care. Care plans were comprehensive and recorded people’s individual likes, dislikes, needs and abilities. They provided information to staff on how to provide personalised care.
The service had systems and processes to assess, monitor and improve the quality and safety of the care delivery however, these systems did not always identify gaps in the record keeping. The provider sought feedback from people and the analysis of the feedback showed people were satisfied with the service. The management visited people's homes to observe staff whilst providing care to people to ensure they were supported as per their care plans.
We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014. This breach was in relation to good governance.
You can see what action we told the provider to take at the back of the full version of the report.