Archived: ADA Homecare Ltd

This service is a domiciliary care agency. It provides personal care to older people living in their own houses. Not everyone using ADA Homecare receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 38 people were using the service.

At our last inspection on 26 September 2017 we found that the provider needed to make improvements to the service safe and well-led key areas. We found at this inspection that improvements had been made.

The service did not have a registered manager, but the current manager was in the process of applying to be registered. The registered manager was also the registered provider. 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 and associated Regulations about how the service is run.

People told us they felt safe when they were supported by care workers. People told us they felt comfortable with the care workers. All staff had training about safeguarding people to enable them to recognise signs and symptoms of abuse and knew how to report them. There were risk assessments in place to protect and promote people’s safety. People were advised about how to stay safe in their homes.

The service had recruitment procedures that ensured as far as possible that only suitable staff were employed. There were enough care workers to cover all the home care visits that were required.

People received the support they required to have their medicines. Care workers followed safe practice to protect people from the risk of infection.

On the very few occasions when things went wrong lessons were learnt and improvements were made.

The care people received was focused on their needs and preferences.

Care workers who supported people with preparing meals were trained in food hygiene. People received enough to eat and drink and staff gave support when required.

Staff were supported to develop the skills and knowledge they needed to provide the care through training and supervision.

People were supported to access health services when they needed them.

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

There was a strong culture within the service of treating people with dignity and respect. People’s views were sought and acted upon. People told us they were treated with dignity.

People’s care plans provided staff with detailed information and guidance about people's likes, dislikes, preferences and guidance from any professionals involved in their care. People and their relatives were involved in planning all aspects of their care and support and were able to make changes to how their care was provided. Care plans were regularly reviewed to ensure care met people's current needs.

People, relatives and staff knew how to raise concerns and make a complaint if they needed to and there was a complaints procedure in place to enable people to raise complaints about the service.

The manager and the staff team were knowledgeable about people's needs and key issues and challenges within the service. The manager had systems in place to monitor the quality of the care provided and to ensure the values, aims and objectives of the service were met. This included audits of key aspects of the service. The registered manager provided strong leadership and support that was appreciated by staff.

Staff felt supported and valued and their efforts were acknowledged through employee of the month awards. The Staff received one to one supervision which gave them an opportunity to share ideas, and exchange information about possible areas for improvements.

The service had a registered manager. 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 could be assured that staff would arrive to provide the care that they needed.

Risks associated with people’s care were assessed and managed by staff who understood their responsibilities to keep people safe from harm. Safe recruitment practice was not consistently followed. We have made a recommendation about this.

People received their medicines as required. Medicines were administered safely by staff who were appropriately trained and competent to do so.

Staff had received training and support to enable them to meet people’s needs. Their competencies in their role was regularly assessed.

People made decisions about the care and the support they received. People’s consent was sought and respected. The provider understood their responsibility to ensure people were supported in line with the Mental Capacity Act 2005 (MCA).

People’s nutrition and hydration needs were assessed and met. People were supported to maintain their health if they needed this support.

People’s independence was promoted and people were encouraged to make choices. Staff treated people with kindness and compassion. Dignity and respect for people was promoted.

The care needs of people had been assessed. Staff had a clear understanding of their role and how to support people who used the service. People contributed to the planning and reviewing of their care.

Complaints were addressed in line with the provider’s policy. People were encouraged to give feedback about the service they received. People felt the registered manager was approachable.

Systems were in place to measure the quality and care delivered so that required improvements could be identified and addressed. These had not always identified when staff actions put people at risk of harm.

The registered manager had failed to notify us in a timely way when they moved office premises.