Background to this inspection
Updated
20 March 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 undertaken by one inspector.
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 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:
We gave the service 48 hours’ notice of the inspection visit because it is small and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 26 February 2020 and ended on 09 March 2020. We visited the office location on 26 February 2020 to meet the registered manager and to review care records. We spoke with people who used the service and their relatives by telephone on 09 March 2020 to gain their views about the quality of the care provided.
What we did before the inspection
We reviewed information we had received about the service since initial registration. We sought feedback from professionals who work with the service. 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. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We reviewed a range of records including two people’s care records and staff recruitment records. We spent time with the registered manager exploring their understanding of their responsibilities regarding operating a safe and effective care service.
After the inspection
We continued to seek clarification from the registered manager to validate evidence found. We looked at training data and quality assurance records. We spoke with one person who used the service and six people’s relatives by telephone about their experience of the care provided. We spoke with a member of staff to gain their opinion about how the service was managed and the support they received. We received feedback from two external professionals involved with the service.
Updated
20 March 2020
About the service
Tilly’s HomeCare is a domiciliary care agency providing personal and nursing care to 16 people at the time of the inspection. 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
People were safe and protected from avoidable harm because staff knew how to identify and report any concerns relating to the risk of abuse. Risks to people’s health, safety and well-being were assessed and measures were put in place to remove or reduce the risks. People were supported by staff who had been safely recruited.
People’s medicines were managed safely. Staff had received appropriate training and had their competency assessed to help ensure they were sufficiently skilled and knowledgeable in this area. Staff had received training in infection control practices and personal protective equipment such as gloves and aprons was provided for them. The management team took appropriate actions following any incidents and learning was shared with staff.
Before care delivery started the provider completed assessments to make sure people`s needs could be met by Tilly’s HomeCare. Care plans were developed from these assessments for each person’s identified needs. Staff received training and support to enable them to carry out their roles effectively.
Staff and the management team knew people well and were able to promptly identify when people’s needs changed and they sought professional advice appropriately. 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 and relatives praised the kind and caring nature of the staff team. People received consistent care from a small team of staff. People knew about their care plans and could decide what care and support they needed. People’s records were held securely in a locked cabinet within a locked office to help promote confidentiality.
People received care and support as they wished. People told us they would be confident to raise any concerns with the management team. Everyone we spoke with during this inspection was satisfied with the care and support they received.
The management team was committed to providing a high standard of care to the people they supported as well as the staff team and understood their responsibilities under the Duty of Candour. People, their relatives and staff members spoke highly of the management team and told us that they were always available and supportive.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 23/02/2019 and this is the first inspection.
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.