This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
People using Radis Community Care (Poppyfields) live in one building, called Poppyfields. There are 34 one or two-bedroom flats each with their own front door onto shared corridors, spread over three floors. There are other shared facilities such as lounges, assisted bathrooms, a hairdressing salon and a dining room where the housing provider offers people a three-course cooked lunch. Radis Community Care (Poppyfields) has an office on the ground floor, as does the manager who works for the housing provider.
Not everyone living at Poppyfields receives a service from Radis Community Care (Poppyfields). CQC only inspects the service being received by people provided with the regulated activity ‘personal care’; help with tasks related to personal hygiene and eating. Where people do receive personal care we also take into account any wider social care provided.
This is the first inspection of this service since it was taken over by G P Homecare Limited in April 2017.
The inspection visits to the service’s office took place on 13 February 2018 and 14 March 2018. Both visits were announced. For the first visit we gave the service 24 hours’ notice as we needed to be sure that there would be someone in the office. As the registered manager was not available on 13 February, we arranged a second date so that we could speak with the registered manager and conclude the inspection visits. Following this we gave the new management team five days to get any further information to us.
There was a registered manager in post on 13 February 2018 but they were on leave. 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. The registered manager resigned their employment with G P Homecare Limited before our second inspection visit. On 14 March 2018 we met with the area manager and a registered manager who managed two of the provider’s other extra care housing schemes.
People felt safe and were protected as far as possible by staff who were competent to recognise and report any avoidable harm or abuse. Potential risks to people had been assessed and measures put in place to minimise the risks.
There were enough staff to make sure that people were safe and their needs met in a timely manner. The provider’s recruitment process reduced the risk of unsuitable staff being employed. Staff followed the correct procedures to prevent the spread of infection and understood their responsibility to report any accidents and incidents.
Errors in recording meant that we could not be sure that people were given their medicines safely and as they had been prescribed.
Assessments of people’s needs were carried out to ensure that the service could meet those needs in the way the person preferred. Technology such as alarm call system was used to enhance the care being provided.
Staff received induction, training and support to enable them to do their job well. Further training in topics relevant to individual people’s care was needed so that staff would feel fully competent. When required, staff assisted people with their breakfast and a light evening. The housing provider supplied a three-course lunch in the dining room. Staff involved other healthcare professionals such as GPs in people’s care if the person needed assistance with this.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.
People and their relatives made positive comments about the staff. Staff treated people kindly and showed they knew each person well. People were involved in planning their care and support. Staff respected people’s privacy and dignity and supported people to remain as independent as possible.
Care plans gave staff detailed guidance relating to the care and support each person needed so that people received personalised care that was responsive to their individual needs.
A complaints process was in place and a complaint had been dealt with in a timely manner. The provider had a process in place to meet people’s end-of-life care needs when this was required.
Staff felt supported by the team leader and area manager even though the registered manager had not provided good leadership. Staff were clear about their role to provide people with a high quality service, thus upholding the values of the service. Staff liked working for this service.
A quality assurance system was in place, including a number of ways in which people, their relatives and staff were enabled to give their views about the service and how it could be improved. Audits and monitoring checks on various aspects of the service, including spot-checks on the way staff worked with people, were carried out. These had not always ensured that any shortfalls were addressed.
The area manager was aware of the various matters that the service was required by law to notify CQC about. The service worked in partnership with other professionals to ensure that joined-up care was provided to people.