Archived: Insource Select Limited

Updated 12 June 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.’

Inspection team:

The inspection was carried out by one inspector.

Service and service type: This service is a domiciliary care agency. It provides personal care to people in their own houses and flats. It provides a service to children, younger and older adults who have physical disabilities and or learning disabilities.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit. This was because it is a small agency and we needed to be sure that the registered manager would be available to assist the inspection.

Inspection site visit activity started on 29 April 2019 and ended on 30 April 2019. We visited the office location on both dates to see the manager and office staff; and to review care records and policies and procedures. We visited two people in their own homes on the 30 April 2019.

What we did:

Prior to the inspection we requested and received a Provider Information Return (PIR). Providers are required to send us key information about their service, what they do well and improvements they plan to make. This information helps support our inspections.

We reviewed notifications and any other information we had received since the service was registered. A notification is information about important events which the service is required to send us by law.

We sent emails to four health and social care professionals to seek feedback on the inspection.

We visited two people in their own home to seek feedback on the service. We spoke with one person by telephone after the inspection. We spoke with one staff member during the inspection. We spoke with two staff members by telephone after the inspection. When at the office we spoke with the registered manager and owner of the company.

We reviewed six people’s care records and six staff recruitment records. We requested additional evidence to be sent to us after our inspection such as policies and evidence of training. This was received and the information was reviewed as part of our inspection

Updated 12 June 2019

About the service

Insource Select Limited is registered to provide personal care to people living in their own homes. At the time of the inspection five people and a child were being supported with personal care. The agency also ran a day centre and supported other people with tasks other than personal care, such as shopping and cleaning. The main office is located in High Wycombe and forms part of the Source group which is based at the same address.

People’s experience of using this service

People were happy with the service provided. They felt the agency provided a safe and caring service. A person commented “Staff are caring and they are in the right job. They have a sensible outlook on life, level headed, competent and plan ahead.”

People felt involved in their care.They contributed to their assessment, care plans and reviews. They had a choice of staff who worked with them. Prior to the commencement of the package of care a “meet and greet” session was arranged with the selected staff member to give the person the opportunity to decide if they were happy with the staff member. The agency contacted them after the visit to get their feedback and act on it.

We found records were not suitably maintained. This was because records were not routinely signed, dated or some records were not available. Auditing of the agency was not established and scheduled which meant issues we found in relation to recruitment records, supervisions, people’s risk assessment and daily records were not picked up and addressed.

The agency had sufficient staff available to support people. Recruitment was on going to meet the demands and expansion of the agency. However, recruitment practices were not in line with Regulations. This was addressed immediately following the inspection. We have made a recommendation for recruitment to be monitored and kept under review to safeguard people.

People were assessed and their needs and risks identified. Improvements were required to the agency’s risk management to ensure all risks were identified and mitigated. We have made a recommendation to address this.

Staff were suitably inducted and trained. They felt supported but regular one to one supervisions were not taking place. We have made a recommendation for one to one recorded supervisions to commence.

Systems were in place to safeguard people. Their health and nutritional needs were identified and support provided where this was required.

People had care plans in place which outlined the support they required at each call. They were provided with information on how to access complaints and their communication needs were identified and met.

People, staff and professionals told us the service was well managed. The registered manager was committed and passionate about providing a person-centred service to people. However, as the agency had grown their workload had increased which impacted on their time and the management of the agency. The provider and registered manager had already recognised the increase in the workload and the staffing structure was being reviewed to have a deputy manager and other administration staff to support the registered manager in the role.

Rating at last inspection

The agency was registered with the Commission on the 4 April 2018. Therefore, this was the first inspection of the agency.

Why we inspected

The inspection was a scheduled inspection to check the safety and quality of care people received.

Enforcement

At this inspection we identified a breach of the Health and Social Care Act (Regulated Activities) Regulations 2014 around good governance. As a result, the overall rating for this service is rated 'requires improvement'.

Follow up

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Inspections will be carried out to enable us to have an overview of the service, we will use information we receive to inform future inspections.

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