Background to this inspection
Updated
21 September 2021
Background
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 three inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
We gave a short period of notice of the inspection to ensure the registered manager was available. Inspection activity started on 3 September 2021 and ended on 8 September 2021. We visited the office location on 7 September 2021.
What we did before the inspection
We reviewed information we had received about the service since it registered with CQC and sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. . This information helps support our inspections. We used all this information to plan our inspection.
During the inspection
We spoke with one person and five relatives of people who use the service about their experience of the care provided. We looked at three people’s care plans, two recruitment records and a variety of information relating to management of the service. We spoke with five staff including a care coordinator, care staff and the registered manager and received written feedback from an additional two members of staff.
After the inspection
We continued to seek clarification regarding medication administration to validate evidence found.
Updated
21 September 2021
About the service
Always Caring is a domiciliary care agency providing personal care to adults in their own homes. This includes people with dementia and physical disabilities. 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 inspection, the service was providing personal care to 20 people.
People’s experience of using this service and what we found
People were supported by consistent staff who had time to get to know them and develop a positive working relationship which supported the delivery of person - centred care. People felt safe with their care workers because they had confidence in their knowledge and skills. Staff had access to up to date information regarding risks to people’s health and how to manage those risks safely. People received their calls on time because the provider ensured staff had enough travel time between their calls to avoid them rushing.
Staff were trained through a mixture of online, mandatory modules and face to face training. Their competency and confidence to apply their knowledge and skills in practice was monitored through spot checks, supervisions and 1:1 appraisals. The registered manager valued and promoted continuous learning and development and supported staff to complete additional qualifications in health and social care. Staff felt confident that their training provided them with the knowledge needed to support people safely. Some staff were due to start specific 12 week training programmes on diabetes care and supporting people with behaviours that could be challenging to manage.
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.
We received positive feedback from people and their relatives who felt staff were kind, caring and had the time they needed to support them safely, with respect, kindness and sensitivity. Some relatives told us that they felt cared for too and that care staff did more than what was expected of them.
People were involved in their assessments and decisions regarding care planning to ensure it was developed in partnership with them and, where appropriate, their relatives. Care plans were person centred and promoted independence by recognising what people could do for themselves.
Information about how to complain or provide feedback was provided in welcome packs including how to request accessible information. Relatives knew the names of the managers within the service if they wished to complain and were confident their concerns would be listened to.
The registered manager created an open culture which valued continuous learning and had an open door policy. Staff told us that the service was very friendly and that management were supportive and approachable. Feedback was gathered by people and staff to identify areas for improvement and the provider worked with external agencies to improve outcomes for people.
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 14/05/2019 and this is the first inspection.
Why we inspected
This was a planned inspection because the service had not been inspected or rated.