Background to this inspection
Updated
23 November 2022
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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
Inspection team
The inspection was completed by one inspector and an Expert by Experience contacted people and relatives by telephone. 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
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with eleven people who used the service and 6 relatives about their experience of the care provided. We spoke with fifteen members of staff including the registered manager, nominated individual, , manager, senior care staff and care staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider
We reviewed a range of records. This included 4 people’s care records and multiple medication records. We looked at 2 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with 3 professionals who regularly visit the service.
Updated
23 November 2022
About the service
Hants Healthcare is a domiciliary care provider. At the time of this inspection 70 people received personal care support from the service. The service supported older people, some of whom were living with dementia, within their own homes.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People felt safe using the service and relatives felt assured they were kept safe. Systems were in place to protect people from abuse. Staff we spoke with were aware of how to identify, prevent and report abuse. There were enough staff to keep people safe and staff were safely recruited. Some people felt calls were not always on time.
The service had employed staff from overseas and safe and supportive recruitment had taken place to ensure they were of good character and had the necessary skills.
There were plans in place for foreseeable emergencies. Risks concerned with people’s health, care and the environment were assessed and reduced as far as was practicable.
People were supported to take their medicines safely. Staff were provided with training and checked to ensure they were following correct procedures.
Most staff felt supported by the provider and registered manager and could visit the office to discuss any concerns. Staff were supported by training as well as ‘away days’ and staff initiatives.
There were effective systems in place to monitor and improve the quality of the service provided. Care plans provided comprehensive information about how people wished to receive care and support. This helped ensure people received personalised care in a way that met their individual needs.
The registered manager was very passionate about equality and diversity which was very evident during the inspection.
The service worked well with the local community to achieve good outcomes for people and the local community.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, and in their best interests. Policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 01 November 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We received concerns in relation to complaints and staffing and the management of the service. As a result, we undertook a focused inspection to review the key questions of safe, responsive and well-led only.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.