This inspection took place on 27 January 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. This was to ensure that members of the management team and staff were available to talk to. At our last inspection in May 2013 we found the provider was meeting the regulations we inspected. The inspection was carried out by one inspector.Dignified Homecare Limited is an agency that provides care and support to people living in their own home. At the time of this inspection there were 25 people using the service.
There was a registered manager in place. 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.
People spoke positively about the care and support they received from the service. They felt safe using the service and when staff were in their homes. The service had safeguarding procedures in place and staff had received training in these. Staff had a good understanding of what constituted abuse and how to report any concerns to keep people safe. There were systems in place to reduce the risks to people and protect them from avoidable harm.
The service had robust recruitment procedures which ensured that staff had the appropriate skills and experience for the role. People were supported by sufficient numbers of staff to meet their individual needs and wishes.
People told us they received their medicines safely and when they should. There was a comprehensive medicines policy in place.
Staff were supported to maintain and develop their skills through training and development opportunities. They had regular supervisions with the registered manager to discuss their care practice and identify training needs.
Staff were aware of the Mental Capacity Act 2005 and had undertaken training to make sure they had knowledge and skills to support people who did not have capacity to make their own decisions.
People were involved in the assessment and planning of their care and support. Care plans contained information about people’s wishes and preferences. These were regularly reviewed and updated by the registered manager.
People were offered support in a way that upheld their privacy and dignity. They were supported by regular staff who knew their needs and were encouraged to plan and participate in activities that were meaningful to them.
There was a complaints procedure in place which provided information on the action to take if someone wished to make a complaint and what they should expect to happen next. People felt that the service was well-led and they had good communication with people and staff.
There were systems in place to monitor the quality of the service and to identify shortfalls or areas for improvement. People and their representatives were regularly asked for their views via phone calls, visits by the registered manager and also through satisfaction surveys.