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Interserve Healthcare - Yorkshire Good

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 1 February 2020

About the service

Interserve Healthcare - Yorkshire is a domiciliary care agency providing personal care to adults and children with complex health conditions and learning disabilities, living in their own homes. Not 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. During our first inspection visit, the service was caring for 32 people and 31 on our second inspection visit.

People’s experience of using this service and what we found

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. Improvements were required in how the provider was recording relevant discussions and decisions about the care of people who lacked capacity to make decisions. We have made a recommendation for the provider to always complete these records and to consult relevant guidance and best practice in relation to the Mental Capacity Act 2005.

Staff provided people with a safe service. Accidents and incidents were recorded, investigated and analysed by the registered manager and changes implemented when required.

Risk assessments were in place to identify and manage risks to people and staff. There was after-hours support to assist staff when working on their own and out of office hours. Staff were knowledgeable about identifying and reporting safeguarding concerns.

Medication was administered safely.

People received support to maintain good nutrition and hydration and their healthcare needs were understood, met and relevant records kept. The provider kept in close contact with relevant healthcare professionals.

The service continued to have a positive impact on people’s lives. We received positive feedback from people using the service, their relatives and healthcare professionals about staff being kind and “going the extra mile”.

The provider was caring for people with very complex health conditions. Their care plans were detailed, and person centred; these were updated when required.

Complaints were well managed, and people and family members were confident that their complaint would be listened to and acted upon quickly.

There was an open and person-centred culture in the organisation. Staff enjoyed working for the provider and told us they felt well supported by a regular programme of training, assessment of competencies and supervision.

There were effective quality assurance processes in place that allowed management to keep an appropriate oversight of the care delivered, as well as implement and plan any improvements required. We received positive feedback about the registered manager being approachable and changes they had introduced.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published in 24 January 2019).

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.

Inspection areas

Safe

Good

Updated 1 February 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 1 February 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 1 February 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 1 February 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 1 February 2020

The service was well-led.

Details are in our well-Led findings below.