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Interserve Healthcare - Greater Manchester Good

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 13 December 2017

Interserve Healthcare Manchester is a domiciliary service which provides care and support to adults and children with complex needs. It is based in Rochdale and provides services across Manchester and Lancashire to people in their own homes. At the time of our inspection the service was providing support to 20 people. In addition, the service also provides support to 34 people undergoing home dialysis for renal failure. However, Interserve Manchester is due to discontinue managing this service from March 2018.

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 last inspected the service on 24 and 27 October and 3 November 2016. At that inspection we rated the service ‘good’ in all areas. We carried out this inspection following a move to new premises.

People we spoke with were complimentary about the care and support they received from Interserve Healthcare. They told us they felt safe, and that staff were caring and patient. Care staff treated people who they were assisting with dignity and respect.

Appropriate recruitment checks had been carried out on all staff to ensure they were suitable to work with vulnerable children and adults. Staff were knowledgeable about how to protect people from abuse.

All new staff had received a thorough induction, which included completion of mandatory training, such as moving and handling and infection control. In addition, staff had undertaken a variety of training in clinical areas that were specific to the people they cared for. This ensured they were competent to care for people with complex health needs. Staff received regular supervision and annual appraisals. These provided them with opportunities to voice any concerns and plan their professional development.

Staff supported people to receive their medicines and were competent to carry out a range of clinical tasks, such as caring for tracheostomies, percutaneous gastrostomy tubes (PEG) and non-invasive ventilation.

Risk assessments, both environmental and personal had been completed and were reviewed regularly, to minimise risks to staff and people who used the service. Assessments of people’s needs were comprehensive and care plans were detailed. They provided staff with sufficient information to guide them on how to care for each person in the correct way.

People and their relatives were involved in the assessment and care planning processes. The service was working within the principles of the Mental capacity Act 2005.

Accidents, incidents and complaints were recorded and dealt with appropriately. People knew how to contact the service and to make a complaint if they needed to.

There were systems in place to monitor the quality of the service. These included the use of regular audits and quarterly client questionnaires. These gave people an opportunity to comment on the service and the care provided by Interserve Healthcare.

The service valued the hard work of staff and rewarded them through a system of monthly rewards. Staff told us they appreciated this gesture.

Inspection areas

Safe

Good

Updated 13 December 2017

The service was safe.

Arrangements were in place to safeguard people from harm. Staff had been trained in safeguarding and were aware of their responsibility to report any possible abuse.

Recruitment checks had been carried out. This helped to ensure staff were safe to work with vulnerable adults.

Risk assessments were in place to guide staff and protect people from harm.

Effective

Good

Updated 13 December 2017

The service was effective.

Staff received a thorough induction when they joined the service. Training was designed so that it met the specific needs of people being supported by Interserve Healthcare.

Staff received regular supervision.

The service was working within the principles of the Mental Capacity Act 2005. People and families were involved in the planning of the care they received.

Caring

Good

Updated 13 December 2017

The service was caring.

People�s dignity and privacy were respected.

People were complimentary about the staff.

Responsive

Good

Updated 13 December 2017

The service was responsive.

Care plans were detailed and written in a way that reflected the needs of individuals. They were reviewed regularly which ensured they correctly reflected people�s needs.

Complaints were recorded and investigated thoroughly.

Well-led

Good

Updated 13 December 2017

The service was well-led.

The service had a registered manager who showed good leadership skills.

Quality assurance processes, such as audits, ensured that all aspects of the service were monitored regularly.