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Archived: Star Care Requires improvement

The partners registered to provide this service have changed - see old profile

The provider of this service changed - see new profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 16 December 2016

We undertook an inspection of Star Care on 8 November 2016. The inspection was announced, which meant that the provider knew we would be visiting. This is because we wanted to ensure that the provider, or someone who could act on their behalf, would be available to support the inspection. When the service was last inspected in June 2014 no breaches of the Health and Social Care (Regulated Activities) Regulations were identified.

Star Care provides personal care and support to older people in their own homes in the Kingswood and Keynsham areas of Bristol. At the time of our inspection there were 29 people receiving personal care and support from Star Care.

A registered manager was in post at the time of our inspection. 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’s medicines were not always managed safely. The recording of medicines was not effective and systems were not in place to check medicines administration. Recruitment processes were in place but they were not consistently completed. Risk assessments identified potential risks to people but did not always give guidance to staff on how risks could be reduced.

The service was not always effective because staff had not received key training such as safeguarding, medicine awareness and the Mental Capacity Act (MCA) 2005. The training staff received was not always consistent. Staff had an induction when they joined the service and were supported through regular supervisions.

People spoke positively about the quality of care and support given by Star Care. Care was delivered on time and in accordance with people’s wishes. Staff were kind and caring and treated people with dignity and respect. People had developed good relationships with care staff.

The service was not always responsive as care records did not give enough detail about people and how they wished to be supported. People had access to the complaints procedure and felt comfortable in raising any concerns. The service responded to people’s changing needs and were flexible in their approach. Feedback from people was gained about the service they received from Star Care which was very positive.

The service was not always well led as no audits were undertaken to monitor the quality of the service provided. In addition we found a safeguarding notification had not been sent to the Commission as required. People and staff spoke highly of the registered manager. Staff felt supported and valued in their role. A positive team culture was in place which ensured person centred care was delivered. Staff were kept informed of any changes and regular meetings took place.

We found three breaches of the Health and Social care Act 2008 (Regulated Activities) Regulations 2014. In addition, a breach of the Care Quality Commission (Registration) Regulations 2009 was also identified. You can see what action we told the provider to take at the end of the full version of this report.

Inspection areas

Safe

Requires improvement

Updated 16 December 2016

The service was not always safe. People’s medicines were not always managed safely.

Safe recruitment procedures were not consistently completed.

People told us care was delivered safely and on time.

Staff had knowledge of safeguarding procedures and how to respond to suspected abuse.

Risks to people and the environment were identified and assessed.

Effective

Requires improvement

Updated 16 December 2016

The service was not always effective.

Staff did not receive regular or consistent training.

Staff had not always completed training on the Mental Capacity Act (MCA) 2005. Staff were not always confident in their knowledge and understanding of the MCA.

Staff received an induction and regular supervision to support them in their role.

People’s health needs were met.

Caring

Good

Updated 16 December 2016

The service was caring.

People told us staff were kind and caring and treated them with respect.

Staff supported people in a way that upheld their privacy and dignity.

Staff were knowledgeable about maintaining confidentiality.

Responsive

Requires improvement

Updated 16 December 2016

The service was not always responsive.

Care plans did not contain enough information about people or their individualised needs.

The service was flexible to people’s changing support needs.

The provider had a complaints procedure in place which was accessible to people.

Well-led

Requires improvement

Updated 16 December 2016

The service was not always well-led.

A notification had not been sent to the Commission as required.

Audits of the service to monitor the quality of care were not being conducted.

The provider promoted a positive working culture and staff were supported and valued.

Feedback was sought from people about the care and support they received from the service.

Regular meetings were in place to communicate and share information