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Inspection Summary


Overall summary & rating

Good

Updated 10 April 2018

This announced inspection took place on 1 and 5 February 2018. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to adults. During our inspection, one person was using the service.

During our last inspection on 30 March and 19 May 2016, we found that there were no systems in place to monitor the quality of the service and ensure records were complete and up to date. Following our last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key question ‘well led’ to at least good. During this inspection, we found that the provider had followed their action plan. For example, they had ensured that the necessary recruitment checks had been carried out on staff, that staff were provided with training and supervision.

The service had a registered manager at the time of our inspection. 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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported to take their medicines. However, improvements were required to ensure that staff had up to date training in medicines and that accurate records of medicines administration were kept. Risks to people’s health and safety were identified and assessed although further information was needed to ensure that information was specific to the person. People were supported by sufficient amounts of staff who had been recruited safely. Staff knew how to recognise abuse and were confident to act to keep people safe from harm.

People were provided with the support they required to eat and drink enough. Staff received training and training had been arranged when gaps in staff knowledge were identified. People were supported with their health care needs. 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 support this practice.

People were supported by staff who were kind and caring. Staff respected people’s preferences and wishes about how their support was delivered. People were supported to maintain their privacy and dignity. The provider was aware of support available to people to help them express their views and wishes and told us this would be considered if a person needed this support.

People’s needs were assessed before they started using the service and people and their relatives were involved in producing and reviewing care plans. People were offered opportunities to take part in social activities and maintain their interests and independence. People were given opportunities to make a complaint or raise concerns about the service they received.

Systems were in place to monitor and improve the quality of the service. People and staff were complimentary of the management of the service. The provider sought and acted upon people’s feedback in relation to the service they received and staff told us they were supported in their role.

Inspection areas

Safe

Requires improvement

Updated 10 April 2018

The service was not consistently safe.

People were supported to take their medicines. However, improvements were required to ensure that staff had recent training in medicines and that accurate records of medicines administration were kept.

Risks to people’s health and safety were identified and assessed although further information was needed to ensure that information was specific to the person.

People were supported by sufficient amounts of staff who had been recruited safely.

Staff knew how to recognise abuse and were confident to act to keep people safe from harm.

Effective

Good

Updated 10 April 2018

The service was effective.

People were supported by staff who received training and training had been arranged when gaps in staff knowledge were identified.

People were provided with the support they required to eat and drink enough.

People were supported with their health care needs.

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 support this practice.

Caring

Good

Updated 10 April 2018

The service was caring.

People were supported by staff who were kind and caring.

Staff respected people’s preferences and wishes about how their support was delivered.

People were supported to maintain their privacy and dignity.

The provider was aware of support available to people to help them express their views and wishes and told us this would be considered if a person needed this support.

Responsive

Good

Updated 10 April 2018

The service was responsive

People’s needs were assessed before they started using the service and people and their relatives were involved in producing and reviewing care plans.

People were offered opportunities to take part in social activities and maintain their interests and independence.

People were given opportunities to make a complaint or raise concerns about the service they received.

Well-led

Good

Updated 10 April 2018

The service was well led.

Systems were in place to monitor and improve the quality of the service.

People and staff were complimentary of the management of the service.

The provider sought and acted upon people’s feedback in relation to the service they received and staff told us they were supported in their role.