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Inspection Summary


Overall summary & rating

Good

Updated 13 July 2018

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 adults of all ages, including people with dementia or physical disabilities.

This was the first inspection of this service, which took place on 7 June 2018 and was announced. Not everyone using the service receives a regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care, which is help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the start of our inspection there were 11 people using the service in this respect.

The service had a registered manager which 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.

At this inspection, there was positive feedback from people using the service, relatives and a community care professional. Everyone recommended the service.

The service had enough staff to meet people’s needs. Staff were introduced to people at the start of a care package, and people consistently received the same team of staff.

The service and its staff treated people with kindness, respect and compassion, and gave emotional support when needed. People's privacy and dignity were respected and promoted.

People's needs were comprehensively assessed to help ensure their specific needs were identified and addressed. The registered manager demonstrated good knowledge of the wider community resources available in support of this. This meant the service worked well in co-operation with other organisations such as healthcare services to deliver effective care and support.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible. People’s views on the service were regularly sought and acted on, particularly through regular visits from managers who were also checking how well the service was meeting people’s needs.

People’s individual needs were met through the way the service was organised and delivered. This included helping some people regain skills and independence, and for providing compassionate and responsive end-of-life care to others.

The service took steps to assess and manage safety risks to people, and to protect them from abuse. Where part of the agreed care package, it also supported people to eat and drink enough and to take prescribed medicines.

The service listened and responded to people’s concerns and preferences, and used this to improve the quality of care.

The service promoted a positive and inclusive culture in support of achieving good outcomes for people. Staff reported being well-supported overall.

Systems at the service enabled sustainability and growth, and supported continuous learning and improvement.

We have made one recommendation in respect of staff recruitment practices. This was because we found concerns relating to how thorough the service’s checks of staff members’ Disclosure and Barring Scheme (DBS) disclosures were. These disclosures are checks of police records and a list of people legally recorded as unsafe to provide care to adults. The provider sent us supporting evidence shortly after our visit, to show they were taking robust actions to address these concerns This would prevent a reoccurrence of the same issues. The recommendation will help the provider to sustain appropriate standards.

Inspection areas

Safe

Requires improvement

Updated 13 July 2018

The service was not consistently safe. Whilst recruitment checks of prospective staff were routinely carried out, the process was not always sufficiently comprehensive and timely.

The service assessed and managed risks to people, to balance their safety with their freedom. Systems, processes and practices safeguarded people from abuse and ensured that ongoing learning took place when things went wrong.

The service safely supported people to take prescribed medicines, and protected people by the prevention and control of infection.

There were sufficient numbers of suitable staff to support people to stay safe and meet their needs.

Effective

Good

Updated 13 July 2018

The service was effective. People's needs were holistically assessed to help ensure the service was able to meet their specific needs. The service worked in co-operation with other organisations to deliver effective care and support.

The service made sure staff had the skills, knowledge and experience to deliver effective care and support.

People were supported to eat and drink enough, maintain good health, and access appropriate healthcare services.

Consent was obtained before personal care was provided. Where anyone could not make that decision, the service was working towards assessment in line with the Mental Capacity Act 2005.

Caring

Good

Updated 13 July 2018

The service was caring. It ensured that people were treated with kindness, respect and compassion, and that they were given emotional support when needed.

People were supported to express their views and make their own decisions about their care and support. Their independence was promoted.

The service ensured people's privacy and dignity was respected.

Responsive

Good

Updated 13 July 2018

The service was responsive. It enabled people to receive personalised care that addressed their particular needs and preferences.

The service listened and responded to people�s concerns and complaints, and used this to improve the quality of care.

The service supported people at the end of their life to have a comfortable, dignified and pain-free death.

Well-led

Good

Updated 13 July 2018

The service was well-led. It promoted a positive and inclusive culture that achieved good outcomes for people. This included partnership working with other agencies to support care provision and development.

The provider�s governance systems helped to identify and address risks to the health, safety and welfare of people who used the service.

Systems at the service enabled sustainability and supported continuous learning and improvement. People, their families and staff had opportunities to help develop the service.