Background to this inspection
Updated
12 November 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 team consisted of one inspector.
Service and service type
One Call provide a rapid response service to people living in their own home.
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
The inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the registered manager would be in the office to support the inspection.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two people who used the service. We spoke with four members of staff including the registered manager, senior officer and officers.
We reviewed a range of records which included three staff files in relation to recruitment, supervision and training. Client information and risk assessments. A variety of records relating to the management of the service including policies and procedures were reviewed.
Updated
12 November 2019
About the service
One Call provide sensors into people’s homes that are linked to a unit which is monitored 24 hours a day. If a person requires assistance for example if they have had a fall, the sensors alert One Call who will respond and support the person. The service provided this support to about 5000 people. However, they only provided personal care to, on average about ten people a month. The Care Quality Commission looked at the personal care side of One Call.
People’s experience of using this service and what we found
People were protected from abuse by staff who understood how to identify and report any concerns. The risks to people’s health, safety and welfare had been assessed, recorded and plans put in place to reduce these. Staffing levels enabled people’s needs to be met safely.
Staff were recruited safely and received appropriate training and support to enable them to carry out their role effectively.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People, and where appropriate their relatives, were involved in decisions about their care.
Staff were caring and treated people with kindness and respect.
Information was available to guide staff on the most appropriate way to attend to people. People were confident to raise any concerns.
Staff were supported by the registered manager. Quality assurance systems were completed.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 14/11/2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
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.