Background to this inspection
Updated
22 August 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
Our inspection was completed by one inspector and an Expert 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or manager would be in the office to support the inspection.
The Inspection site visit activity started on 11 July 2019. We visited the office location on 11 and 16 July 2019 to see the provider and office staff, and to review care records and policies and procedures.
What we did before the inspection
Before the inspection, we reviewed information we had received about the service including notifications. Notifications are information about specific important events the service is legally required to send to us. 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 three people who used the service and four relatives about their experience of the care provided. We spoke with four members of staff including the provider who was also the manager, the quality compliance officer and two care staff.
We reviewed a range of records. These included four people’s care records and medication records. We looked at three 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We spoke to one health professional to gather feedback about the service.
Updated
22 August 2019
About the service
East Dorset and New Forest Care is a domiciliary care provider. At the time of this inspection five people received personal care support from the service. The service supported older people, some of who were living with dementia, within their own homes.
Not everyone using the service receives a regulated activity. CQC only inspects the service being received by people provided with ‘personal care’, help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.
People’s experience of using this service and what we found
Relevant recruitment checks were conducted before staff started working at the service to make sure they were of good character and had the necessary skills. However, a full employment history was not obtained as the provider was not aware this was a requirement.
People using the service and their relatives, told us they felt safe. Staff understood and followed guidance to enable them to recognise and address any safeguarding concerns about people.
However, just after our inspection, employed staff were leaving the service which meant the provider would be completing all the hands-on care, as well as managing the service till further staff were recruited.
There were systems in place to monitor the quality and safety of the service provided, however these were not always effective. Further work was required on ensuring policies and procedures were in place.
Staff were supported by training, however staff felt that some training needed to be more practical development rather than just e-learning to enhance their learning.
Medication administration records (MAR) confirmed people had received their medicines as prescribed. There were plans in place for foreseeable emergencies.
People were treated with kindness and compassion. Staff were able to identify and discuss the importance of maintaining people’s respect and privacy at all times.
People were supported with their nutritional needs when required. People received varied meals including a choice of fresh food and drinks. Staff were aware of people’s likes and dislikes.
There was a system in place to allow people to express any concerns or complaints they may have.
Care plans had been reviewed with people to ensure they were delivering person centred care.
The service developed and promoted community involvement.
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. Policies and systems in the service supported this practice.
East Dorset and New Forest Care met the characteristics of Good in some areas and of Requires Improvement in others. Overall, we have rated the service as Required Improvement.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 10/07/2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
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.