Background to this inspection
Updated
7 March 2024
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 Health and Social Care Act 2008.
Inspection team
The inspection team consisted of an 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 and flats. The service aims to re-able people following hospital stays and is usually involved in a persons care for a short length of time, between 1 and 6 weeks.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service notice of the inspection. This was because the service is small and we wanted to ensure the management team would be available.
Inspection activity started on 9 November 2023 and ended on 6 December 2023. We visited the location’s office/service on 24 November 2023.
What we did before the inspection
We reviewed information we had received about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 6 people and 3 relatives about their experience of the care provided. We spoke with 2 reablement workers by telephone and interviewed 7 staff by email. The registered manager was unavailable at the time of the inspection, so we spoke with the covering manager (a registered manager in a neighbouring team) and the regional manager.
We reviewed a range of records. This included 3 people's care records and multiple medication records. We looked at 2 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.
Updated
7 March 2024
About the service
North Short Term Support Service (STSS) – Alnwick is a domiciliary care agency, with a focus on reablement care, providing personal care to people in their own homes. At the time of our inspection there were 25 people using the service.
People’s experience of using this service and what we found
People were at the forefront of their care. Care was exceptionally personalised with people being supported to achieve their goals. Staff were passionate about providing the best care possible to people.
The provider was championing projects to help people’s reablement and alleviate pressure on the local healthcare systems. People were being supported whilst in hospital to help maintain their independence and skills, so they required less support on returning to the community.
The management team were constantly working to improve the service. Staff at all levels collaborated well to achieve excellent outcomes for people. Health and social care professionals praised the service’s management. Quality assurance checks were carried out to ensure people received good quality care. Lessons had been learnt from incidents.
The provider was committed to continuous improvements to the service. Often through effective partnership working with local healthcare, social and voluntary groups. Even the smallest pieces of feedback from staff and people was acted on.
People experienced good quality, consistent and safe care from reablement staff. Comments from people and their relatives were overwhelmingly positive. For example, on person said “When you’re feeling so dreadful it just gives you the boost you need to have such kind lovely people helping, they were simply amazing.”
People were safe from the risk of abuse. Risks were assessed and regularly reviewed when people's needs changed. People were supported in positive risk taking as part of their reablement.
Medicines were managed safely. The provider employed sufficient staff, who were trained appropriately and recruited safely. The provider championed staff training over and above the care certificate standard, with staff undertaking enhanced training in falls prevention.
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 outstanding (published 1 June 2018).
Why we inspected
This inspection was prompted by a review of the information we held about this service.
You can read the report from our last comprehensive inspection, by selecting the ‘All inspection reports and timeline’ link for North STSS on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.