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Clover Health and Homecare Good

Inspection Summary


Overall summary & rating

Good

Updated 20 September 2018

The inspection was announced and took place on 28 and 29 August 2018. We gave the provider 48 hours’ notice of the inspection. We did this to ensure key staff would be available at the service. At the time of the inspection the service was providing personal care to eight people living in their own homes.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. 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.

At the time of the inspection the service employed, a registered manager, business manager and care staff. Both the registered manager and business manager were joint directors of the service. They worked closely together to help manage the service and provided personal care to people.

People felt safe and there were systems in place to safeguard them from risk of possible harm. People had individual risk assessments so that staff had the information they needed to support them safely and minimise the identified risks.

People's medicines were being managed safely and administered by staff that were trained. Medicine administration records contained updated guidance to staff and were fully completed. Changes in people's health were identified quickly and staff supported people and their relatives to contact their health care professionals.

Staffing levels were sufficient to meet people’s needs and protected them from harm. Appropriate checks were made before staff started to work to make sure they were suitable to work with people.

To ensure staff maintained high standards when delivering care, regular spot checks were undertaken, and staff received regular supervision. They told us that they found supervision informative and instructive. They told us that their managers and supervisors were helpful and always available to speak to if they had any concerns. The service operated an on-call system to allow staff to contact a member of the management team in case of any emergencies.

Staff understood the importance of gaining consent from people and acted in accordance with the principles of the Mental Capacity Act 2005. Staff had a good understanding of people's needs and supported them effectively. People and relatives told us that staff were respectful of their homes and supported them to maintain their independence.

People were supported to eat meals of their choice and staff understood the importance of people having a nutritional diet.

Staff were described as caring, friendly and supportive. It was clear positive relationships had been built between people and staff. Communication between staff, people and their relatives was positive.

People's needs had been assessed and there were care plans in place that took account of their individual needs, preferences, and choices.

People and their relatives were aware of how to raise concerns or complaints. They said they had been asked for their opinions and if they were happy with the services they received.

There were processes in place to monitor quality and understand the experiences of people who used the service. People and their relatives were happy with how the service was managed. People told us they would happily recommend the service.

Inspection areas

Safe

Good

Updated 20 September 2018

The service was safe.

Staff knew how to identify abuse and report any concerns.

Risks to people had been assessed and reviewed regularly to ensure their needs were safely met.

There were enough staff employed to meet people�s care and support needs.

There was a robust recruitment process in place to ensure suitable staff were recruited.

Staff ensured that people managed their medicines safely.

Effective

Good

Updated 20 September 2018

The service was effective.

Staff had an induction, training and supervision to support them in their role.

The registered manager understood the requirements of the Mental Capacity Act (MCA). Staff obtained consent from people receiving care and support.

People received the necessary support to eat and drink in line with their preferences and needs.

The service worked closely with health care professionals and supported people with their health care needs.

Caring

Good

Updated 20 September 2018

The service was caring.

People were supported by staff who demonstrated a caring nature and who were knowledgeable about people's needs and the care required.

People�s privacy and dignity were respected and promoted by staff. People spoke positively about how caring the staff were.

People�s independence was promoted and people were able to make choices in how they lived their lives.

Responsive

Good

Updated 20 September 2018

The service was responsive.

People�s individual needs were clearly reflected in their support plan which was reviewed by staff on a regular basis with the person.

People received the care and support they needed and this was adjusted in line with any changes in their needs.

There was a complaints procedure in place and people were informed about how to make a complaint if they were dissatisfied with the service provided.

Well-led

Good

Updated 20 September 2018

The service was well-led.

People, their relatives, staff and appropriate professionals expressed high levels of confidence in the management and leadership at the service.

People were encouraged to provide feedback about the care and support they received.

The provider used the learning from quality assurance audits as an opportunity to improve the service.