South Gloucestershire Council Home Care Service

The inspection was carried out by one adult social care inspector.

South Gloucestershire Council Homecare Service is known as the Rapid Response Service and provides a personal care service for people who require urgent care for up to 72 hours or until a until a new provider can be found. The service also responded to urgent missed calls from other service providers and calls from back up telecare systems installed in people's homes. Telecare is a telephone and alarm system installed in vulnerable people's home who may have occasion to call for assistance in an emergency. This was achieved through a duty manager being available throughout the day and night who was able to direct care staff to people's homes.

At the time of our inspection, the service assisted and provided personal care to 21 people living in their own houses and flats. The service was managed from an office in South Gloucestershire.

At our last inspection, we rated the service good. At this inspection, we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

There was a registered manager in post. 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. The registered provider was also the registered manager for the service.

The feedback we received from everyone we spoke with was very positive throughout. Those people who used the service including relatives and staff, expressed satisfaction and spoke highly of all staff and the support provided.

The safety of people who used the service was taken seriously and the registered manager and staff were aware of their responsibility to protect people's health and wellbeing. There were systems in place to ensure that potential risks to people's safety and wellbeing were identified and addressed.

There were sufficient numbers of skilled and trained staff working at the service. Staff's suitability to work with vulnerable adults at the service had been checked prior to employment. For instance, previous employer references had been sought and a criminal conviction check undertaken.

People received their medicines as required, from trained and competent staff. Staff ensured people were protected from the risk of acquiring an infection during the provision of their care.

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

People consistently reported they were treated in a kind and caring manner by staff. Staff ensured people's privacy and dignity were upheld and independence promoted during the provision of their personal care.

People were satisfied with the care and support they received from staff. They had no concerns about the management of the service. Staff said they were well supported by the senior staff team.

Care records contained information to identify people's requirements and preferences in relation to their care and there was evidence to show that they had been consulted about decisions. People we spoke with told us their choices and preferences around their care and support were respected.

The provider had maintained arrangements to monitor and assess the safety and quality of the service. People and staff were asked for their views about how the service could be improved. If people were unhappy and wished to make a complaint, the provider had arrangements in place to deal with their concerns appropriately.

A range of audits were undertaken to evidence the quality of the care and the accuracy of records used to record people's care and support. There was an open and transparent approach to the management of the service, which included team meetings, supervision and competency assessments of staff.

South Gloucestershire Council Homecare Service is known as the Rapid Response Service and provides a personal care service for people who require urgent care for up to 72 hours so that a formal or informal provider can be set up. The service also responded to urgent missed calls from other service providers and calls from back up telecare systems installed in people’s homes. Telecare is a telephone and alarm system installed in vulnerable people’s home who may have occasion to call for assistance in an emergency. This is achieved through a duty manager being available throughout the day and night who is able to direct care staff to people’s homes.

At the time of our inspection around 13 people were using the service.

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 received a service that was safe. People were safe from harm because staff were aware of their responsibility and, knew how to report any concerns. There were enough skilled and experienced staff to provide care. Recruitment checks were carried out to ensure people received care from suitable staff. Staff were skilled at assessing risks and worked with people and families to manage these.

The service provided was effective. Staff received the training and support required to meet people’s needs. Staff promoted and respected people’s choices and decisions.

People received a service that was caring. Staff were caring and compassionate and treated people with dignity and respect. Equality and diversity were seen as important by staff and action had been taken to meet people’s cultural needs. People were involved in making decisions about their care and support.

The service was responsive to people’s needs. The nature of the service required care to be provided at short notice. Care and support was provided in a person centred manner.

The service was well-led. The registered manager demonstrated a commitment to, and passion for, providing high quality care and support to people when they needed it. The vision and values of the service were clearly communicated and understood by staff, people using the service and their family and friends. Quality monitoring systems were used to further improve the service provided.

We looked at people's individual files which incorporated their personal profile, care plans and risk assessments and found they encompassed the safety and well-being of people who use the service. People who use the service and staff told us that they knew how to raise a concern or complaint and felt confident in doing so. People said if they had any issues they could "ring up and talk to staff."

There were policies and procedures in place providing guidance and all staff had received relevant training which was confirmed by staff we spoke with. We looked at infection control and found that the provider had adequate systems in place to ensure the safety of the people who use the service.

We looked at the quality of the service and found the provider had systems and procedures in place to monitor and evaluate the quality of the service provided.

When we were visiting people in their own homes and spoke with staff in the office staff demonstrated how well they understood people's needs. They told us how they ensured people were supported in line with their assessed needs and preferences. These had been well recorded and kept under review.

We checked how the service was administering medication and found this was done safely.

There were enough staff with the right skills at the service to meet people's needs. We observed staff treat people with respect, warmth and kindness. Staff were patient and their work centred on the people who used the service.

The provider had a statement of purpose that contained clear information about the services provided and this was kept under review.

The provider had quality assurance systems and processes in place to monitor quality and safety and to identify any shortfalls in their service.