Background to this inspection
Updated
29 February 2020
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 provides care [and support] to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care [and support] service.
The service did not have a manager registered with the Care Quality Commission but there was an acting manager who had submitted an application to become registered as the manager with the CQC.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it was a domiciliary care service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since registration. We sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service about their experience of the care provided. We spoke with seven members of staff including senior managers, senior care workers and care workers.
Updated
29 February 2020
About the service
The service is a domiciliary care agency providing care and support to people living in an extra care housing complex. This consisted of separate flats within the housing complex. 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, 30 people were receiving personal care and support.
People’s experience of using this service and what we found
Systems to engage and involve people using the service, the public and staff had not been fully implemented but the provider was in the process of introducing new systems such as three monthly calls to check on people’s wellbeing and care plans reviews.
There were systems in place to monitor the quality of the service. People and staff felt supported by the care team leaders and the new acting manager.
People told us they felt safe. Staff understood their responsibilities to protect people from abuse and to report any concerns if they had any. Risk was assessed and managed. Staff had enough time to spend with people and could meet their needs. People’s medicines were managed in a safe way.
Staff knew how to meet people’s needs and had the training and support they required. People were supported to eat and drink and have a balanced diet. People had access to the healthcare services they required.
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.
Staff were caring and kind. People and staff had developed positive relationships and staff knew people well. People were able to make choices and decisions about their care and support. Staff maintained people’s privacy, dignity and independence.
All care plans were being reviewed to make sure they met people’s needs and preferences. People received person centred care. Opportunities were provided for people to socialise and to follow their interests and hobbies. People knew how to make a complaint and would feel confident doing so. Staff had received training about end of life care and advanced care plans were being introduced.
Rating at last inspection
This service was registered with us on 29 October 2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
We have found evidence that the provider needs to make improvements. Please see the well-led sections of this full report.
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.