Archived: Overington Care Limited

Overington Care provides personal care and support to people in their own homes. At the time of inspection, 10 people were using the service who had a variety of needs

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

People received care and support that was highly responsive.

Each person needs and wishes were placed at the centre of how their care was planned. The manager had created and championed a compassionate and innovative service.

The service had won numerous awards for the quality of care and 'customer' service.

The service worked closely with other professionals and organisation involved in people’s

care.

There were many different innovative ways people were supported. These were to prevent the risk of social isolation and enhance the quality of people's lives.

People were supported to be engaged in activities away from their homes.

The service worked closely with healthcare professionals and provided outstanding end of life care.

The manager was a dynamic and prominent role model. They took a leading role conveying values and standards they expected staff to embrace. They did this by focussing on continuous improvement leading to positive outcomes for people.

The service took a key role in the community. They had built up strong links with local hospitals.

Regular social activities, events and networks were held. People who lived in isolation were encouraged to attend. The service had built up strong links with the community. They regularly supported charity events. The manager always aimed to improve the quality of service.

There were effective ways used to seek people's views on the service.

The quality of the service was properly checked and monitored.

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.

Rating at last inspection

The last rating for this service was Good (published October 2016).

Why we inspected

This was a planned inspection based on the previous rating.

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.

Overington Care Limited provides personal care to people in their own homes in Seaton and surrounding areas. The registered provider is also the registered manager of the service. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. At the time of the inspection the service were supporting ten people receiving personal care. Times of care visits ranged from 30 minutes up to five hours. However the registered person said they were flexible and had supported people at night. The registered person was supported by an office manager, administrator and four care workers, who were trained to deliver care and support to people as needed.

A number of effective methods were used to assess the quality and safety of the service provided. People knew who the registered person was and trusted them to provide good care. They said they were very knowledgeable, kind, approachable and listened to them.

People felt safe. Measures to manage risk were as least restrictive as possible to protect people’s freedom. People’s rights were protected because the service followed the appropriate guidance. People’s medicines were managed safely. People and relatives said the support they received from the service met their care needs. Care workers relationships with people were strong, caring and supportive. Care workers gave care that was kind and compassionate.

Care files were personalised to reflect people’s personal preferences. Their views and suggestions were taken into account to improve the service. Where people were supported with their nutrition needs care workers supported them to maintain a balanced diet. Health and social care professionals were regularly involved in people’s care to ensure they received the right care and treatment and were positive about the service.

Safe staff recruitment procedures were in place. This helped reduce the risk of the provider employing a person who may be a risk to vulnerable people. People were protected by care workers who had completed safeguarding training and knew what to do if they were concerned that a person was being abused.

There was a very small team at the service which meant people received consistent care workers who they knew and trusted. Care workers received a range of training and regular support to keep their skills up to date in order to support people safely and effectively. Care workers spoke positively about communication and how they had a hand over each day and were kept informed. There was a caring ethos at the service. The responsible person encouraged team working and promoted an open, positive culture.

We considered our inspection findings to answer questions we always ask;

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well led?

This is a summary of what we found.

On the day of our inspection there were nine people receiving personal care by Overington Care Ltd in their own homes.

The summary is based on what we found at the inspection by looking at records and what people told us about their experiences of the service. We spoke with two people using the service and the relatives of three people who were unable to tell us themselves about their experiences. We also spoke with the registered manager who was also the provider and all of their staff team which included an administrator and two care workers.

The inspection was undertaken by one inspector over one day and included visiting two people receiving support in their own homes, contacting people by telephone and looking at records and systems at the provider's main office.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People who used the service told us they felt safe with the care workers that provided care and support for them. They told us they were treated with dignity and respect. Comments included 'They are like friends always very polite and helpful' and 'They are brilliant'.

The service had robust recruitment processes in place and undertook full employment checks when recruiting new care workers. This meant the service had taken all reasonable steps to ensure people were protected from risk of harm and suitable staff were employed appropriately to work with vulnerable people.

Is the service effective?

This service was found to be effective because we saw people were supported in a way that suited their personal needs and maintained their quality of life. People and their relatives told us they had been included in all decisions relating to the care they had received.

It was clear from our observations and from speaking with people and care workers they had a good understanding of people's care and support needs and they knew them well.

People's health and care needs were assessed and their care plans and assessments were reviewed monthly. Emotional wellbeing, work and leisure and expressing sexuality had been identified in people's care plans where required. This showed people were having care delivered effectively in accordance with their assessed needs.

Is the service caring?

We found the service was caring. People were supported by care workers who were understanding and sensitive to their needs. We were told by people and their relatives care workers met their care needs in a way that was appropriate for them.

All of the people we spoke with were very complimentary about the care provided by the service. People we spoke with gave examples of care workers going out of their way to meet their needs. For example one person told us, 'They have advised me how to access further support and suggested things which has made it easier for me to look after X'. One person described the care workers as 'really thoughtful and caring' and 'They always make sure I am alright'.

Is the service responsive?

We found the service was responsive because the service had appropriate systems in place for gathering, recording and evaluating information about the quality and safety of the overall service. Systems were in place to make sure the registered manager who was also the provider learnt from events such as accidents and incidents and risks were minimised.

The service took account of complaints and comments to improve the service. We saw a complaints procedure in the handbook given to people when they started using the service. The complaints procedure guided people who to contact if they wanted to make a complaint. We were told by the registered manager that because the service was small and they were actively involved in delivering personal care to all of the people supported by the service any small concerns raised were dealt with at the time. People we spoke with told us they had not had any reason to make a complaint and they felt the service would be responsive if they raised a concern. People were assured the service acted upon complaints, which were investigated and action was taken as necessary.

We found people's personal care records were accurate and fit for purpose.

Is the service well-led?

We found the service was well led. The registered manager was supported by a team of two care workers and an administrator. Care workers and people who used the service told us they found the registered manager very approachable. Comments included "she is brilliant, very caring and very nice" and 'I am very well supported, she is brilliant to work for'.

Care workers told us they were clear about their roles and responsibilities. They demonstrated a good understanding of the ethos of the service. This helped to ensure people received a good quality service at all times.