In this report the name of a Registered Manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time of this inspection. We have advised the provider of what they need to do to remove the individual's name from our register. We carried out a follow up inspection to check action had been taken in areas where the service was not meeting minimum standards at our last inspection in March 2014. We also looked at issues that had been brought to our attention anonymously.
We also used this inspection to answer our five questions. Is the service safe, is it effective, is it caring, is it responsive and is it well led?
At the time of our inspection the agency was providing care and support to 63 people. We spoke with eight of them and also two relatives in order to understand the service from their point of view. We looked at records and files. We also spoke with the manager, the area manager and seven members of staff.
This is a summary of what people told us and what we found. If you wish to see the evidence supporting our summary please read the full report.
Is the Service Safe?
People we spoke with and relatives said they were satisfied with the standard of care received from the agency. Everyone told us they felt safe with the people who provide care to them. All of the people we spoke with were positive about the people who supported them. Comments included , 'I am happy with the staff who come to support me'. Another person said' I am always treated well'.
We found the service had systems in place to ensure people were protected from abuse, or the risk of abuse. Staff had an understanding of safeguarding issues and how to report abuse or allegations of abuse.
CQC monitors the operation of the Mental Capacity Act 2005. The manager at Prime Care Community Services Limited ' Hampshire had an understanding of the Mental Capacity Act 2005 and their responsibilities. However, where people lacked capacity they were not always protected because the provider did not always follow the appropriate guidance and code of practice.
Is the service effective?
Staff we spoke with said they were aware of people's needs and how they preferred to have their care delivered. Staff said they got on well with the people they supported.
People who used the service told us that they were satisfied with the care and support they received. One person told us. 'They talk to me, never rush me and always ask me what I want them to do.' However people said that they did not always get the same carer at each visit and said sometimes carers arrived late.
Is the Service caring?
People we spoke with all said the staff were kind and caring and that they were treated well. People were positive about the people who supported them. Comments included , 'the staff are very attentive and help me with whatever I need' and 'the girls are kind and go out of their way to help'.
Is the service responsive?
People's care plans took into account information about people's needs and preferences. The manager told us that there were individual care and support reviews carried out every three months and we saw records to support this. The manager or a senior carer visited people in their homes and checked with them how the service was meeting their needs. We saw completed review forms in people's care folders.
Systems were in place to regularly assess and monitor the quality of the service provided. Risks were assessed and appropriate action plans were in place. There were processes in place to review and learn from incidents, accidents and complaints
Is the service well- led?
People we spoke with said that they knew how to contact the office if they needed to and they were given a number to contact if they had issues outside office hours. However two people told us that they had experienced difficulty contacting the out of hours service, especially at weekends.
We spoke with the manager and seven members of staff. They all told us they were well supported by management. They told us training was good and they were provided with the information they needed to support people effectively.