Katherine Harriet

Updated 14 January 2020

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

The 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

We gave the provider 48 hours' notice of our intention to undertake an inspection. This was because the provider delivers a domiciliary care service to people in their own homes, and we needed to be sure that someone would be available in the office.

What we did before the inspection

Before the inspection visit, we reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We also sought feedback on the service from the local authority.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with the nominated individual, registered manager, four senior care staff and five care staff. We reviewed a range of records at the provider’s office. These included nine people's care records, three staff recruitment records, medicines records, incident forms, complaints logs and records relating to the management of the service.

After the inspection

We spoke with four people, five relatives and three community healthcare professionals about their experiences of the care provided. We also reviewed additional documentation the management team sent us.

Updated 14 January 2020

About the service:

Katherine Harriet is a domiciliary care service that provides personal care to people in their own homes. Not everyone who used the service received personal care. 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. At the time of our inspection, 80 people were using the service.

People’s experience of using this service and what we found

People and their relatives felt safe in the presence of staff. Staff understood their role in protecting people from harm and abuse. The risks associated with people’s individual care needs had been assessed, reviewed and plans were in place to manage these. People received a reliable and consistent service. Checks were carried out on prospective staff to ensure they were suitable to support people. People had the level of support needed to manage their medicines safely. Steps had been taken to protect people from the risk of infections. The provider monitored any accidents or incidents involving people who used the service to learn from these.

People’s individual needs and requirements were assessed before their care started and then kept under review. Staff received an effective induction and ongoing training and support to enable them to fulfil their roles. People had support to prepare meals and drinks where they needed this. Staff helped people seek prompt professional medical advice and treatment if they were unwell. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff knew the people they supported well and treated them with kindness and compassion. People and their relatives were encouraged to express their views on the care provided. Staff protected people’s privacy and dignity at all times.

People’s individualised care plans provided staff with clear guidance on their care needs and promoted a person-centred approach. People and their relatives were clear how to complain about the service. Staff worked with community health and social care professionals to ensure people’s end of life care needs were met.

The management team promoted person-centred care and open communication with people, their relatives, community professionals and staff. Staff felt well-supported and valued by an approachable management team. The provider carried out regular audits and checks on the quality and safety of people’s care.

Rating at last inspection

The last rating for this service was Good (published 4 April 2017).

Why we inspected

This was a planned inspection based upon the service’s registration date.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.