Background to this inspection
Updated
15 March 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This announced inspection took place on 7 February 2018 and was carried out by one inspector and two experts by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
We gave the service 48 hours’ notice of the inspection visit because the location provides a domiciliary care service. We needed to be sure that registered manager would be in.
Prior to the inspection, we reviewed the information we held about the service including notifications. Statutory notifications include information about important events, which the provider is required to send us by law. We reviewed the Provider Information Return (PIR) form sent to us. A PIR is a document that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We used this information to plan the inspection.
During our inspection, we spoke with 20 people using the service and three of their relatives. We spoke with seven members of care staff, an operations manager, the registered manager and the chief executive officer. Inspection site activity was carried out on 7 February 2018. Telephone calls to people using the service and their relatives were made on the same day.
We looked at 12 people’s care records, including their risk assessments and medicine administration records. We reviewed information about the management of the service including safeguarding reports, incident records and policies and procedures. We looked at 10 staff records that included recruitment, induction, training, supervisions and appraisals.
After the inspection, we received feedback from four health and social care professionals.
Updated
15 March 2018
We undertook an announced inspection of the service on 7 February 2018.
Southwark Disablement Association is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. At the time of the inspection, 64 people were using the service.
At the last inspection, the service was rated Good.
At this inspection, we found the service remained Good but improved its rating of the key question of Responsive to ‘Outstanding’.
A registered manager was 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.
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 received care that was exceptionally responsive to their individual needs. People using the service and their relatives commented the registered manager and staff went over and beyond to place people at the centre of the service. Health and social care professionals highly commended staff for meeting people’s needs. The registered manager and provider continually looked for ways of developing the service to enhance people’s lives. This was in line with the provider’s vision to ensure people living with a physical disability enjoyed and lived their lives to the fullest and as equal citizens.
A high person centred approach greatly minimised the risk of social isolation and loneliness prevalent to people with a physical disability. The provider, registered manager and staff were abundantly flexible in supporting people to pursue their hobbies, develop new interests and skills. People received support to undertake activities at home and in the community regardless of whether this formed part of their care package or not. The provider developed plans which enabled people living with a disability access activities, events and opportunities available to those without a disability.
People had their health and well-being needs assessed. Staff delivered care and support to people as planned and in line with their choices and preferences. People knew how to make a complaint and were confident issues would be resolved.
Staff delivered people’s care with kindness and compassion. People had their dignity and privacy maintained. People had access to information and advocacy services they required.
People received care in a manner which protected them from the risk of harm. Appropriate arrangements remained in place for staff to identify and report safeguarding concerns and abuse. Risk assessments and management plans were detailed and ensured people continued to receive safe care and support. There were enough numbers of suitably recruited staff deployed to provide care. Staff administered and managed people’s medicines in a safe way. Staff knew how to prevent and control the risk of infection. Staff learnt from incidents.
People underwent an ongoing assessment and review of their needs. Staff delivered care in line legislation and best practice guidance. Staff received support to undertake their roles, attended training and had supervision. People received the support they required to eat healthily and meet their dietary needs. People had access to healthcare services.
People enjoyed good standards of care because of the regular checks and audits carried out on the support they received. People benefitted from an open culture at the service that focussed on their individual needs. The provider valued people’s feedback and made the necessary improvements to develop the service.
People using the service and staff commended the management team and the manner in which they managed the service. The close working partnership of the registered manager with other agencies ensured people received joined up care and high standards of support.