18 April 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 checked 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 was an announced inspection and took place on 23 February 2018. 48 hours’ notice of the inspection was given because the service is a domiciliary care agency and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also checked notifications made to us by the provider, safeguarding alerts raised regarding people using the service and information we held on our database about the service and provider.
The inspection was carried out by one inspector.
During the inspection, we contacted three people, four relatives’ and five staff. We also spoke with the registered manager and management team during the office visit.
We looked at three people’s care plans and two staff files. We also checked records, policies and procedures and maintenance and quality assurance systems.
18 April 2018
This was an announced inspection that took place on 23 February 2018.
This service is a domiciliary care agency. It provides live in personal care to people living in their own houses and flats. It is located in the Kingston area and supports people in the Kingston, Richmond, Wandsworth and Wimbledon areas of South London and some areas of Surrey.
At the last inspection on 25 January 2017, we asked the provider to take action to make improvements regarding risks to people, and this action has been completed. In addition we asked the provider to make improvements to service quality audits and this action has been completed.
Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions safe and well-led to at least good.
At this inspection all the key questions were rated good with an overall rating of good.
There was a registered manager 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 and associated Regulations about how the service is run.
People said they were satisfied with the care and support that the agency supplied.
The agency records were up to date and covered each aspect of the care and support people received, the support choices they had made and identified that they were being met. They contained clearly recorded, fully completed, and regularly reviewed information that enabled staff to perform their duties well.
Staff were aware of their responsibilities to the people they supported, regarding the tasks they performed and the way that people liked to be supported. Staff provided care and support in a professional, friendly and kind way that was focussed on the individual as a person.
Staff knew that they must treat people equally and respect their diversity and human rights. People said they felt treated fairly. Staff had received appropriate training, were knowledgeable and made themselves accessible to people and their relatives. Staff said the organisation was a good place to work and they enjoyed their work.
Staff encouraged people and their relatives to discuss health and other needs with them and passed on agreed information to GP’s and other community based health professionals, as required. Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options and balanced diets whilst still making sure people’s likes, dislikes and preferences were met.
The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.
The registered manager was approachable, responsive, encouraged feedback from people and consistently monitored and assessed the quality of the service provided.