16 August 2016
During a routine inspection
At the last inspection on 26 July 2013 the service was meeting the requirements of the regulations that were inspected at that time.
Fleetwood provides a domiciliary care service for clients who require support in their own homes in the community. The agency provides support in the home for older people, people with physical disabilities and people with mental health needs. The agency operates from offices based on Sidings Road in Fleetwood. At the time of our inspection visit Fleetwood provided services to 160 people.
There was a registered manager in place. 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.
We found recruitment procedures were safe with appropriate checks undertaken before new staff members commenced their employment. Staff spoken with and records seen confirmed a structured induction training and development programme was in place.
Newly appointed staff received induction training completed at the services office base over a five day period. This was followed by shadowing experienced colleagues until they felt safe to support people unsupervised. One staff member said, “My training was very thorough.”
Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and social needs.
We looked at how the service was staffed. The five staff members spoken with said they were happy with how their visits were managed. They told us they were allocated sufficient time to be able to provide support people required. Ten people supported by the service told us staff were reliable and very rarely late. One person said, “They have to clock in when they arrive so the service knows if staff are late. It’s only happened to me once and I got a call to say they were on their way.”
The five staff members we spoke with told us they received regular supervision from their manager and felt supported. One staff member said, “I had supervision last week. I received some positive feedback about my performance and some encouraging comments from the people I support.”
Staff knew the people they supported and provided a personalised service. Care plans were in place detailing how people wished their care to be delivered. People told us they had been involved in making decisions about their care.
People supported by the service told us staff who visited them were polite, reliable and professional in their approach to their work. Comments received included, “My carer is perfect for me. She is very reliable and knows what she is doing.” And, “I feel completely safe with my carers. They are professional and competent. I never have to tell them what to do.”
The registered manager had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report unsafe care or abusive practices.
The registered manager understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.
Risk assessments had been developed to minimise potential risk of harm to people during the delivery of their care. These had been kept under review and were relevant to the care provided.
Staff responsible for assisting people with their medicines had received training to ensure they had the competency and skills required. People told us they received their medicines at the times they needed them.
Staff supported people to have a nutritious dietary and fluid intake. Assistance was provided in preparation of food and drinks as they needed.
People who used the service knew how to raise a concern or to make a complaint. The complaints procedure was available and people said they were encouraged to raise concerns. Where people had expressed concerns appropriate action had been quickly taken.
The registered manager used a variety of methods to assess and monitor the quality of the service. These included satisfaction surveys, spot checks, house meetings and care reviews. We found people were satisfied with the service they received.
The registered manager and staff were clear about their roles and responsibilities and were committed to providing a good standard of care and support to people in their care.