Archived: Carewatch (Verdon Roe)

People’s experience of using this service and what we found

People were not always supported by enough staff. People told us care visits were sometimes rushed and they did not always know who would be providing them support for each care visit. We have made a recommendation about the deployment of staff.

People, relatives and staff told us management oversight was not always robust over the three sites. We have made a recommendation about management oversight.

People told us they felt safe with the staff. People’s accidents and incidents were recorded.

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’s healthcare associated risks were identified and assessed. Risk assessments included mitigating factors to ensure safe care. People’s needs were met by staff who were well trained and received regular support and supervision. People’s dietary needs were met effectively.

People told us staff were caring and treated them with respect and dignity. People were involved in making decisions regarding their care. People were supported to remain as independent as possible.

Care records were up to date, and person-centred. People’s cultural and religious needs were respected when planning and delivering care. Discussions with the registered manager and staff showed they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people knew how to make a complaint.

People, relatives, and staff told us they felt the registered manager was approachable. The service had quality assurance processes in place. The service worked well with other organisations to improve people’s experiences.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good. (Report published on 15 August 2019).

Why we inspected

We undertook this targeted inspection to check on a specific concern we had in regard to the lack of management oversight, staffing levels and the support people received. The overall rating for the service has not changed following this targeted inspection and remains Good.

CQC have introduced targeted inspections to follow up on a Warning Notice or other specific concerns. They do not look at an entire key question, only the part of the key question we are specifically concerned about. Targeted inspections do not change the rating from the previous inspection. This is because they do not assess all areas of a key question.

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.

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.