Updated 13 May 2021
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
This inspection was carried out by one inspector.
Service and service type
Care Resolution – East London 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. A registered manager is a person who is legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the provider a short period of notice because we were aware the management team were at times working remotely due to COVID-19 and we needed to ensure somebody would be available to assist us with the inspection.
Inspection activity started on 15 March 2021 and ended on 14 April 2021. We requested a range of documents related to people’s care and policies and procedures that were sent to us by the registered manager between 15 March 2021 and 9 April 2021. We visited the office location on the 16 March 2021 to see the management team and to review further records related to the service. We made calls to people who used the service, their relatives and care staff between 17 March 2021 and 13 April 2021.
What we did before the inspection
We reviewed information we had received about the service since their registration. 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.
Our planning took account of the information provided by the registered manager during an Emergency Support Framework (ESF) call on 21 May 2020. ESF calls helped us to give targeted local advice, guidance and support to providers and care staff using a structured framework to guide conversations and help them to respond to emerging issues, and to deliver safe care which protects people's human rights. We also contacted the local authority commissioning team. We used all of this information to plan our inspection.
During the inspection
We reviewed a range of records related to four people’s care and support. This included people’s care plans, risk assessments, medicines records and three staff files in relation to recruitment and training. We also reviewed records related to the management of the service, which included quality assurance checks and minutes of team meetings.
We spoke with 10 staff members. This included the registered manager, the care manager, the service delivery manager and seven care workers.
We made calls to seven people and spoke with three people and two relatives.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at two people’s environmental risk assessments, further records related to people’s medicines, staff recruitment documents, electronic call monitoring (ECM) records and discussed feedback we received from people and their relatives. We provided feedback to the registered manager via email on the 18 and 23 March 2021 and 14 and 29 April 2021. We also spoke with three health and social care professionals who had experience of working with the service.