Background to this inspection
Updated
13 May 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 is a domiciliary care agency. It provides personal care to people living in their own homes.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service 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 11 March 2020 and ended on 16 March 2020. We visited the office location on 11 March.
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. We reviewed information provided to CQC at the point of registration and notifications of significant events submitted from the service to CQC since registration. We used all of this information to plan our inspection.
During the inspection
We spoke with the management of the service including the registered manager, nominated individual and the brand owner who supported them during our inspection. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with two staff members via telephone. We gathered feedback from one person receiving support and four relatives of people using the service via telephone.
We reviewed a range of records. This included five individual care plans and multiple medicine records. We looked at two staff files in relation to recruitment. A variety of records relating to management of the service were reviewed. This included staff training records and provider’s policies and procedures.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at service action plans, policies and procedures and staff meeting records. We sought and received feedback from two professionals who worked with the service.
Updated
13 May 2020
About the service
Guardian Angel Carers Spelthorne is a domiciliary care agency providing care to people who live in their own homes. The office is based in Staines upon Thames and all supported people live in the local area of Spelthorne and Runnymede.
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 the agency provided personal care to 10 people, mainly older people with physical support needs.
People’s experience of using this service and what we found
People and their relatives felt care provided was specifically tailored to their individual needs and circumstances. The agency went the extra mile when it came to supporting the wellbeing and physical needs of people at the end stages of their lives. People told us staff had outstanding skills and an excellent understanding of how to provide a person-centred service.
Staff met people’s preferences and were innovative in suggesting and carrying out additional ideas and practices to give people an enhanced sense of well-being during any changing needs. People were supported to live their lives how they wanted and could access help in a way and at a time which best suited them. Care and support was delivered in a way to ensure flexibility, choice and continuity. This was made possible irrespective of individual health and physical needs which were addressed by staff proactively and efficiently so people felt comfortable and safe. Professionals told us the agency ensured care plans were clear, medication changes were implemented and worked with them to shorten people’s rehabilitation following hospital admissions.
People were treated as individuals and this was reflected in their care plans and day to day support delivery. People’s needs were responded to in a way that promoted an enhanced sense of well-being. Staff had strong caring values and respected each person and their choices. The management ethos was to provide a service they would expect their relatives to receive. Technology was used appropriately to benefit people and staff showed a dedication to involving people in the local community.
The service worked in an open and transparent way and built good relationships with healthcare professionals. Staff supported people and their families through hospital admissions and helped them to manage changes in their needs, and at the same time respecting their dignity, privacy and preferences. People were supported to use all available healthcare services and to access the community to maintain their physical and mental health.
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.
The management of the service ensured risks to people were managed effectively. Staff were safely recruited and there was enough of them to support people in a timely way. Staff knew how to protect people from risk of abuse and avoidable harm and how to support them to take their medicines safely.
The service was managed by strong leaders and staff felt supported, involved and listened to. People and relatives found staff to be competent and kind. The management had good systems in place to ensure legal requirements were met and the quality and safety of the service was monitored.
The managers regularly analysed their governance information to continuously improve people’s experience of care. The provider kept up to date with changes and followed national guidance. The management took appropriate action to respond to any unforeseen situations such as outbreaks of infectious diseases.
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 16 April 2019 and this was the first inspection.
Why we inspected
This was a planned inspection based on the date the agency registered with CQC.
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.