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Interserve Healthcare - South Coast Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 31 December 2019

About the service

Interserve Healthcare South Coast is a care at home agency that provides personal care to people, including adults, children and infants, in their homes. Interserve Healthcare South Coast provides support for people across the south coast who require a range of personal and care support. Staff provided bespoke care depending on the person’s need. Personal care or support was bespoke, ranging from four hours every other day to 24 hours a day 'live-in' support for people who have more complex needs such as long-term health conditions. At the time of the inspection, 18 people were receiving personal care.

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 and what we found

We received mixed feedback about staffing levels and staff deployment from people, relatives and external professionals. Relatives told us they and people were not always informed about changes to their visits. At this inspection, we identified a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2004 regarding Staffing.

Medicines were handled correctly and safely, staff were trained to give medicine safely. Despite this, we saw gaps and errors in recording of medicine administration. Audits used to monitor medicines identified these gaps, but the provider did not always take action informed by these audits to improve record keeping and ensure compliance with all the fundamental standards.

At the time of our inspection, there was no registered manager. The manager was very newly in post and was well regarded by office staff. Staff told us they had already made improvements such as holding team meetings. Office staff told us that during the transition between managers, an interim manager continued to support them. Staff told us they had supervisions and appraisals however they told us there had been a gap in team or peer meetings since the change in manager.

Recruitment processes were robust and made sure staff were employed who were suitable to work with adults and children and in the care sector.

People were protected from the risks of abuse and said they felt safe with the staff providing their support and care. Staff were trained to identify safeguarding concerns for adults and children.

People received bespoke care and support that was personalised to meet their individual needs. Records showed that people received care and support from staff who were trained. Despite this, we received mixed feedback about staff knowledge and competency. We recommended that the provider checks that all staff have completed their training and competency checks as required by the provider.

Staff monitored people's health and wellbeing and took appropriate action when required to address concerns.

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. People, relatives and staff had mechanisms to give their feedback about the quality of the service. We saw that formal complaints were recorded and investigated. People were consulted about their care and support.

People were treated with care and kindness. People's diverse needs were identified and met and their right to confidentiality was protected.

This service met the characteristics of Requires Improvement. More information is in the ‘Detailed Findings’ below.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Why we inspected

This service was registered with us on 23 October 2018 and this is the first inspection since the provider made a change to its registration. Newly registered services are assessed to check they are

Inspection areas

Safe

Requires improvement

Updated 31 December 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 31 December 2019

The service was not always effective.

Details are in our effective findings below.

Caring

Good

Updated 31 December 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 31 December 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 31 December 2019

The service was not always well-led.

Details are in our well-Led findings below.