Background to this inspection
Updated
31 July 2020
The inspection
This was a targeted inspection to check specific concerns we had. We received a whistle blowing in regard to the lack of management oversight, staffing levels and the support people received. We also received a complaint regarding concerns about the personal care of one person.
Inspection team
The inspection team consisted of two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service provides care to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care.
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 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. 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 the registered manager. We reviewed five people's care records and their daily records.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We reviewed two people’s care records, training records, accidents and incidents records, complaint records, staff rotas, staff meeting minutes, and quality assurance documents. We spoke with five people who used the service and 13 relatives. We also spoke with two scheme leaders, eight care workers and one administrative assistant.
Updated
31 July 2020
About the service
Carewatch (Verdon Roe) is an extra care service that provides care to people living in 72 flats across two sites. 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, 42 people were receiving a personal care service.
People’s experience of using this service
People using the service were protected from avoidable harm. Staff were knowledgeable about safeguarding and whistleblowing procedures. There were enough staff on duty to meet people’s needs. Staff from the provider’s other nearby services helped out to cover staff absences. People’s medicines were managed safely and people were protected from the risks associated with the spread of infection.
Staff were supported in their role with training, supervision and appraisals. People’s care needs were assessed before they began to use the service to ensure their care needs could be met. 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. Staff supported people with their nutritional and healthcare needs when required.
We have made one recommendation about specific health conditions.
People and relatives told us staff were caring. Staff described how they got to know people’s care needs and developed positive relationships. The service involved people and relatives in decisions about the care. People’s choices and preferences were respected. Staff knew how to provide an equitable service. People’s privacy, dignity and independence were promoted.
Staff understood how to deliver a personalised care service. Care plans were detailed, personalised and contained people’s likes and dislikes. The provider assessed people’s communication needs to ensure these could be met. People could participate in the different activities offered. People and relatives knew how to make a complaint. The provider dealt with complaints appropriately. The service had a policy and systems in place to provide people with end of life care if needed.
People and relatives spoke positively about the leadership in the service. The provider had systems in place to capture feedback from people about the quality of the service in order to identify areas for improvement. People and staff had regular meetings to be updated on service developments. The provider had a system of carrying out regular quality checks at the service to identify areas for improvement. The service worked in partnership with other agencies to provide good 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
The provider altered its legal entity on 17 April 2019. This is the first inspection since first registering under the previous legal entity in 2018.
Why we inspected
This was a first inspection as part of our planned inspection programme.
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.