Archived: With Healthcare

Updated 12 October 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

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 living in their own homes.

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 a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 9 August 2019 and ended on 15 August 2019. We visited the office location on 9 August 2019 and contacted people by telephone to gather their views between 12 and 15 August 2019.

What we did before the inspection

We reviewed the information we held about 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 the registered manager and two care staff. We also spoke with the provider’s nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included three people’s care records and three staff files in relation to recruitment and staff training. We also looked at a range of records relating to the management of the service.

After the inspection

We spoke with one person who used the service, the relatives of two people who had used the service and one staff member by telephone to gather their views of the service.

Updated 12 October 2019

About the service

With Healthcare is a domiciliary care service, providing personal care and support to people in their own homes. 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. At the time of our inspection one person was receiving a regulated activity.

People’s experience of using this service and what we found

People were safe and protected from abuse. People were supported by a small team of staff who they knew. The provider checked new staff to ensure they were suitable to work in people’s homes. People received the support they needed to take their medicines. The staff were trained in how to provide people’s care in a safe way.

The staff were skilled and competent to provide people’s support. People received the help they needed to enjoy their meals and drinks. The registered manager assessed the support people required to ensure the service was suitable to meet their needs. The staff included people in decisions about their care and respected people’s rights. 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.

The staff treated people in a kind and caring way. People valued the service and the support the staff provided. The staff treated people with respect and helped them to maintain their independence and dignity.

The service was responsive to people’s needs. The registered manager was committed to providing the support people needed. Where people requested changes to their support the registered manager agreed to the changes where possible. The registered manager planned people’s care to ensure it met their needs. The staff knew people well and provided support to meet people’s needs and to respect their wishes. People knew how they could raise any concerns and were confident the registered manager would resolve any issues they raised. The service provided the support people and their families needed as individuals reached the end of their lives.

This was a small service and the registered manager worked with the staff team to provide people’s care. This gave the registered manager good oversight of the service. People knew the registered manager and were comfortable speaking to her. The registered manager was committed to providing person-centred care that focused on each individual and enhanced their life. The registered manager used formal and informal ways to gather people’s feedback and used this to improve the service they received.

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 10/08/2018 and this is the first 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.