Background to this inspection
Updated
25 June 2019
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:
The inspection was carried out by one adult social care inspector and one Expert by Experience (ExE) who telephoned people who used the service and relatives on 7 June 2019. An ExE is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
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 older adults and some younger adults with 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. This was because it is small service and 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 29 May 2019 to see the registered manager and office staff; and to review care records and policies and procedures.
What we did before the inspection:
We used information the provider sent us in the Provider Information Return. This is information providers are required to send us to give some key information about the service, what the service does well and improvements they plan to make. This information helps support our inspections. We reviewed information we held about the service such as statutory notifications. A statutory notification is information about important events, which the provider is required to send us by law. We asked the local authority for any information they had which would assist our inspection. We used this information as part of our planning.
During the inspection:
We spoke with four people who used the service, one relative, three care workers and received written feedback from two care workers. We spoke with one care co-ordinator, one partner and the registered manager. We looked at five care plans and risk assessments. We looked at records relating to the management of medicine, staff training, complaints and quality assurance monitoring.
Updated
25 June 2019
About the service:
ANA Homecare Limited Willesden is a small homecare agency in the London Borough of Brent. During the day of our inspection 26 people received the regulated activity personal care and were supported by 28 care workers. 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
People’s experience of using this service:
People were supported by care workers that were caring, compassionate and treated them with dignity and respect.
Concerns or complaints were listened and responded to and used as opportunities to improve the service provided.
People received person centred care and support based on their individual needs and preferences. Care workers knew people well and had a good understanding of their life stories and communication needs. They used this information to develop positive and meaningful relationships with people.
People told us they felt well cared for by care workers who treated them with respect.
The registered manager ensured people had regular staff supporting them to ensure consistency and enable people and care workers to build positive relationships.
People were supported by care workers who had the skills and knowledge to meet their needs. Care workers understood what was required of them and felt confident in their role.
Care workers liaised with other health care professionals to ensure people's safety and ensure that their healthcare needs were met.
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.
Care workers spoke positively about working for the agency and the registered manager. They felt well supported and that they could talk with management at any time, feeling confident any concerns would be acted on promptly. They felt valued and happy in their work.
Regular audits were completed by the registered manager to check the quality and safety of the service. This
information was shared with the wider staff team.
The registered manager managed and supported the staff team in their roles to ensure people received a good service.
Rating at last inspection: This was the first inspection of ANA Homecare Services Limited Willesden since being registered with the CQC in June 2018.
Why we inspected: This was a planned inspection based on the date ANA Homecare Services Limited Willesden was registered with the CQC.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk