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Owen Care and Support Limited Good


Inspection carried out on 7 November 2017

During a routine inspection

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. On the day of our inspection 13 people were receiving support with personal care.

We previously inspected the service on 19 July 2016 and the service was rated Good overall. At that time, we found the registered provider was not meeting the regulations relating to the management of people’s medicines. The registered provider sent us an action plan telling us what they were going to do to make sure they were meeting the regulations. On this visit we checked and found a number of improvements had been made and the registered provider met all the regulations.

At this inspection we found the service remained Good.

The service had a registered manager in place. The registered manager had policies and procedures in place to reduce the risk of employing people who may be unsuitable to work with vulnerable people. Medicine administration records were safely used to record the administration of medicines and met all relevant fundamental standards.

Staff had received induction and training to enable them to support people effectively. People were offered choice and supported with their hydration and nutrition needs. People were supported in a way appropriate to their individual needs.

Staff provided care in a kind and compassionate way. People were supported to retain their independence as much as possible. Staff knew their duties and responsibilities and people told us they provided personal care in a manner that protected their - privacy and dignity.

Care plans were person centred. People were supported to maintain their religious beliefs. People knew how to make a complaint and were aware of the provider’s complaint procedure.

People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People felt the service was well managed and staff spoke positively about the provider. Regular audits took place and areas of improvement were shared with staff. People who used the service were asked for their feedback.

Further information is in the detailed findings below.

Inspection carried out on 19 July 2016

During a routine inspection

The inspection of Owen Care and Support took place on 19 July 2016 and was announced. We previously inspected the service on 23 September 2013. The service was not in breach of the Health and Social Care Act 2008 regulations at that time.

Owen Care and Support is registered to provide personal care. Care and support is provided to people who live in their own homes within Huddersfield. On the day of our inspection 11 people were receiving support with personal care.

The registered provider is also the registered manager for the service. 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.

The management of people’s medicines was not always safe. Although staff received medicines training a thorough and recorded assessment of their competency was not completed. Peoples medicine administration record (MAR) did not record adequate detail to enable us to clearly evidence people had received their medicines as prescribed. Hand written entries on two of the MAR sheets we looked at did not detail the information staff required to ensure these medicines were administered safely. These examples demonstrate a breach of Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

People told us they felt safe. Staff received safeguarding training and were able to tell us what action they would take to protect people from the risk of harm.

There were risk assessments in peoples care plans.

The registered person had a procedure in place to reduce the risk of employing staff who may be unsuitable to work with vulnerable people; however, a written record of the interview process was not made.

New staff were supported in their role, completing a period of shadowing more experienced staff. Staff completed training in a variety of topics, relevant to their role. While staff received supervision, this was not always completed at regular intervals; however, all staff told us they felt supported by the registered person.

The registered person told us people supported by Owen Care and Support had capacity to make their own decisions about the care and support they received, however, staff had received training in the Mental Capacity Act 2005.

Care plans reflected the support people required with eating and drinking.

People we spoke with told us staff were caring and kind. New staff were introduced to people and people were supported by regular staff. Staff maintained people’s privacy, dignity and confidentiality.

An assessment of needs was completed prior to the registered person providing care and support to any new service user. Care plans were reviewed and updated as people’s needs changed.

People told us they were satisfied with the service but they were aware of how to complain should the need arise.

Everyone we spoke with gave positive feedback about the service. Staff were proud of the organisation they worked for and the service they provided.

There were systems in place to monitor the performance of staff and to gain the views of the people who used the service. We have made a recommendation about developing effective auditing systems.

You can see what action we told the provider to take at the back of the full version of the report.

Inspection carried out on 24 September 2013

During a routine inspection

In this report we have been asked by the manager to refer to people using the service as clients.

The manager told us the eight clients using the service all lived in the area local to the office. They told us they sometimes turned down referral requests if the client lived too far away or if the agency did not have the staffing resources available.

Following our visit we spoke with two relatives of clients using the service and one carer. The carer told us Owen Care and Support was a good company to work for and they felt confident the service provided was good. They said �We do try and bend over backwards to fit in any special requests or wishes from the clients and their families�.

Both of the relatives we spoke with told us they were very happy with the care provided. They felt the agency had enough staff to meet the client�s needs in an unhurried way and both said they had never had to complain about anything. One relative said �The care is so good I would say it couldn�t be any better. They�ve done a marvellous job and my wife looks forward to the carers� visits�. The other relative said �I�m quite happy with the service; we have a good relationship with them all�.

During our visit we also looked at comment cards and a letter which had been completed by relatives of clients.

One comment card said, �Pleasant, cheerful and respectful approach towards our mother and her relatives�.

The letter said �The care provided was truly exceptional and was delivered not just with professionalism and quality but with a great deal of love and understanding. I would have no hesitation in personally recommending your company to those in need of care and support�.

Inspection carried out on 30 July 2012

During a themed inspection looking at Domiciliary Care Services

Due to the complex needs of the people requiring care, we were unable to seek their views. Therefore, to gain an understanding of the care provided we spoke to a relative of the two people receiving care. They told us they were happy with the service and that care workers were nice and knew what they were doing. We also looked at compliments and complaints the service had received. There were no complaints and two letters complimenting the agency about the quality of care.

The service in relatively new and in the process of developing. The Registered Manager also provides care and has recently recruited two care workers to support her.