Background to this inspection
Updated
2 April 2020
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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an 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
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. They were also the nominated individual for the service. This means they 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 visit. This was because it is a small service and we needed to be sure the registered manager would be in the office to support the inspection. Inspection activity started on 19 February 2020 and ended on 25 February 2020. We visited the office location on 25 February 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and seven relatives/representatives about their experience of the care provided. We spoke with three care staff members and the registered manager (who was also the nominated individual). 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 two people’s care records, multiple medication records and two staff files in relation to recruitment and staff supervision. We reviewed a variety of records relating to the management of the service including quality satisfaction surveys, audit checks and policies and procedures.
Updated
2 April 2020
About the service
A&M Homecare is a domiciliary care agency which provides assistance with personal care to people living in their own homes. At the time of the inspection they were providing support to 13 people.
At the time of our inspection visit 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 received care and support from a consistent staff team who knew about risks associated with their care. Risks were assessed, and staff followed guidance to safely support people. Staff were trained to identify and report any safeguarding concerns such as signs of potential abuse. There had been no accidents or incidents involving people since the last inspection of this service. Staff were recruited safety and people felt safe with the staff who supported them. People told us staff attended calls to their homes on time and stayed for the duration of the call to complete the care and support they required.
Staff provided effective care because they were regularly monitored by the registered manager and completed essential training to ensure they delivered care safely. Care staff were subject to regular observations by the registered manager. Observations included checks of medicine management to ensure people received their medicines as required. The registered manager attended care calls with staff to ensure they followed the provider's policies and procedures.
People’s needs were assessed prior to them using the service to check they could be met. 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; the policies and systems in the service supported this practice. Staff asked people for their consent before providing them with any care. Staff worked with other professionals to ensure people had access to the right healthcare support. They encouraged people to eat and drink well and assisted people with any nutritional needs.
People told us the staff were kind, caring, friendly and cheerful. Staff provided personalised support and encouraged people's independence whilst delivering care. People's care plans provided clear instructions for staff to follow on how to meet their needs. People and their relatives were positive about the service they received and felt it improved outcomes for people.
The provider had a system to monitor the quality of the care provided which included seeking people’s views and experience of care. Audit checks completed by the registered manager identified any improvements required. People knew how to raise a concern and felt issues they raised were listened and responded to. The registered manager understood the importance of information being accessible to people and had arrangements in place to ensure these were in suitable formats for people.
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 26 March 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
This was a planned inspection based on the previous rating.
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.