Archived: Dales and Hope Valley DCC Home Care Service

This inspection was carried out between the 5 and 6 April 2016. The inspection was announced, and we gave the provider 48 hours’ notice to ensure there was a manager available to assist with the inspection process.

Dales and Hope Valley DCC Home Care provides personal care for adults in their own homes. This includes people living with dementia, people with physical disabilities and people with learning disabilities. Dales and Hope Valley DCC Home Care also provides a re-ablement service for people. Re-ablement services provide short term support for people after hospital discharge.

There was a registered manager at the service. 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 felt safe and secure using the service. There were systems and procedures in place which were followed to ensure appropriate pre-employment checks were made on staff prior to them working with the people who used the service. Staff understood how to protect people from potential harm and how to report any concerns.

New staff completed a period of shadowing and induction training prior to them supporting people with their care needs. The provider ensured staff received training relevant to their roles and responsibilities.

Staff treated people with dignity and respect. People felt the staff understood their individual needs. The management team ensured people were involved in their own care and decision making. Staff understood the key principles of the Mental Capacity Act (2005).

Care plans contained information to assist staff in providing personalised care. People were given information on what to do if they had any concerns or complaints. Staff felt confident if they had any concerns or complaints the registered manager and management team would take them seriously and endeavour to resolve them.

People had their individual care plans reviewed to ensure they received the care and service they required. People were listened to and felt their individual needs were understood by the staff. Staff reported any changes to people’s health conditions to ensure continuity of care.

The registered manager and the management team strived to provide people with the support of staff at the time when they needed it. People were provided with a staff rota in advance, so they knew who to expect for their care visits. People understood there were times when staff may be late due to unforeseen circumstances, but felt confident that they would be contacted and alternative arrangements made.

People’s independence was promoted and encouraged by staff who understood individual needs. Staff were aware of people’s needs and wishes and supported them in a personalised manner. When needed, staff assisted and supported people with their nutritional needs and meal preparation.

The provider had processes in place to monitor the quality of the service people received. There were clear arrangements for the day to day running of the service. The service was managed by a team who understood their roles and responsibilities in providing a good service to people.

We spoke with 22 people using the service or their significant other. People were satisfied with the care and support they received. Their comments included; 'I am extremely happy with them.' 'I am thrilled with the agency.' 'I am very satisfied, they take time and make sure they do it right.'

We found that people's needs were assessed and care was planned and delivered in line with their individual care plan. We were informed people were treated with care and compassion and the staff responded well to their needs. One person told us, 'It is absolutely brilliant, it could not be better.'

We spoke with staff who knew the individual needs of people. People we spoke with told us that they were very happy with the care and confirmed that staff knew their preferences in how the care was provided. One person said, "The staff are efficient and caring."

Staff received appropriate training, supervision and appraisal. People using the service and staff told us there was sufficient training to ensure that people's needs were understood and met.

There were suitable systems in place to monitor the quality of the service.