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Archived: Independant Living Services Requires improvement

This service is now registered at a different address - see new profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 25 June 2015

Independant Living Services is a domiciliary care agency based in Chesterfield. It provides personal care to people in their own homes, mostly in the Chesterfield area.

The inspection took place on 22 and 23 January 2015.

There was a registered manager at the service 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.

Since our previous inspection visit in January 2014 we had received a significant amount of information of concern. The key issues from this information concerned the timing of calls, inadequate staff training and insufficient staff to undertake the tasks agreed. We looked into these issues as part of our inspection. The manager confirmed that the information we had received about timing of calls and availability of staff had been correct in most cases. Some improvements had been made following a change of management and operational systems in November 2014. There were enough staff available at the service but we have made a recommendation about their deployment. Staff received relevant training and guidance to ensure people’s needs were met.

People using the service were protected from the risk of abuse because the provider had provided guidance to staff to help minimise any risk of abuse. Decisions related to peoples care were taken in consultation with them, their representative and other healthcare professionals, which ensured their rights were protected.

People told us the care staff were caring and kind and they mostly received the support agreed in their care plan. Formal complaints were well managed but informal concerns and communication with the office had not always been consistent or resolved issues satisfactorily. We have made a recommendation about the management of complaints.

The registered manager at the agency was familiar with needs of the people using the service and staff felt supported by the management team. There were systems in place to enable people to give feedback on the service.

Inspection areas

Safe

Requires improvement

Updated 25 June 2015

This service was not consistently safe.

People using the service and their relatives told us they felt safe but staff were not deployed effectively to ensure people’s needs were met in a timely manner. People did not always receive their medication at the right time

Effective

Good

Updated 25 June 2015

The service was effective.

Staff had completed relevant training to enable them to care for people effectively.

Staff understood the principles of the Mental Capacity Act and ensured people were involved in making decisions about their care. Staff knew what to do if people did not have the capacity to make decisions.

Caring

Good

Updated 25 June 2015

The service was caring.

People were treated with kindness and compassion. Care plans were written to ensure they met individual needs. Staff were aware of people’s choices, likes and dislikes and enabled people to maintain their independence.

Responsive

Requires improvement

Updated 25 June 2015

The service was not consistently responsive.

People were encouraged to express their views but concerns were not always well managed. Some people did not receive an appropriate response. People did not always receive their care at the times they needed.

Well-led

Good

Updated 25 June 2015

The service was well-led.

There was an open culture at the service and staff told us they would not hesitate to raise any concerns. Systems were in place to monitor the quality of the service. These included health and safety audits and audits of care records. Further actions were planned to improve the reliability of the service.