Background to this inspection
Updated
13 March 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: This inspection was carried out by one inspector and one expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type: The service had a manager registered with the Care Quality Commission. This means that they and the registered provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection: We gave the service 48 hours notice of the inspection site visit, because we needed to be sure the registered manager would be in. The inspection site visit activity started on 21 February 2019. We visited the office location to see the manager and office staff; and to review care records and policies and procedures. We made phone calls to people and staff on 19 of February 2019.
What we did: Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We reviewed this information to help plan our inspection.
Before the inspection we sent out questionnaires to some people, so they could share with us their experiences of the service. We also spoke with nine people, four members of staff, the registered manager and the deputy manager.
We inspected five care plans, and three staff files. We looked at audits and quality assurance procedures relating to the management of the service, which had been developed and implemented by the provider. Where commissioners or health professionals have provided feedback, we have included this within our report.
Updated
13 March 2019
About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults.
People’s experience of using this service:
¿ Staff had a good understanding of people's needs and provided person centred care which put people at the heart of the service. They continued to provide care in a way that ensured people had a good quality of life.
¿ People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
¿ Safe systems were in place to manage medicines, and safeguarding matters.
¿ There were enough staff available to ensure people's wellbeing, safety and security was protected. A robust recruitment and selection process was in place.
¿ People described the staff as compassionate, kind and caring. People had developed good relationships with people using the service.
¿ Information included guidance for staff so they could follow a structured approach which enabled them to recognise and manage people’s health conditions and behaviour.
¿ Staff understood the importance of supporting people to have a good end of life.
¿ People were involved with care planning and staff knew people well.
¿ Robust systems were in place to seek the views of people who used the service, and check the quality. Spot checks, care planning review meetings and audits were carried out on a regular basis.
¿ People’s feedback about the service they received were integrally used, to review the service and to make improvements.
¿ The management team and staff continued to find ways to improve the service and remain driven by their passion for caring for people, including those living with dementia.
¿ This service met the characteristics of Good in all areas; more information is in the full report
Rating at last inspection: This service was last rated Good. (1 September 2016)
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor the service through the information we receive, and inspect the service, if risk is indicated.