Background to this inspection
Updated
15 November 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector and an inspection manager.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. We visited the office location on 08 October 2019. The inspection process started on 11 September 2019 and ended on 30 October 2019.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with two people and four relatives for feedback about the service provided. We contacted the local authority's commissioning team for feedback about the service. We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
We spoke with four members of care staff, the registered manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.
Updated
15 November 2019
About the service
Gaddesden Row Office is a domiciliary care service that is registered to provide personal care to people living in their own homes in the community. At the time of our inspection 61 people were being supported with personal care.
People’s experience of using this service and what we found
There were some areas in the service delivery which required some improvements. The management team was further developing risk assessments, mental capacity assessments and care plans for people to ensure the support provided was in line with current best practice and legislation.
People were very happy with the support they received. They felt safe and well supported by staff who were kind and caring. Relatives told us the service was reliable and delivered the support needed for people to live in their own homes.
Staff were allocated to support the same people where possible. This ensured people had continuity of care and their support needs were met by staff who knew them well.
People had their needs assessed before they used the service. Care plans and risk assessments were developed to give staff guidance on how to deliver care safely and effectively.
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; the policies and systems in the service supported this practice.
People told us they had confidence in staff and the management to raise any issues and these were listened to. The service was flexible and accommodated people’s changing needs.
Staff knew how recognise when people were at risk of any abuse. They reported their concerns promptly internally and externally to local safeguarding authorities.
The management team supported staff to carry out their roles effectively through training, supervisions and competency assessments.
People received care and support in a personalised way from staff who they developed close and trusting relationships with.
People`s medicines were administered as intended by the prescriber by staff who were trained, and competency assessed.
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 on 12 September 2018).
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.