Background to this inspection
Updated
21 January 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.
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. Inspection activity started on 6 December 2019 and ended on 13 December 2019. We visited the office location on 6 and 13 December 2019 and contacted people and relatives on 11 December 2019.
What we did before the inspection
We reviewed information we had received about the service since their registration. We sought feedback from the local authority and professionals who work with the service. 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.
We spoke with four people who used the service about their experience of the care provided and received feedback from two relatives via email. We spoke with eight members of staff including the registered manager, three supervisors, two homecare workers, one intermediate care assistant and the nominated individual. A nominated individual has overall responsibility for supervising the management of the regulated activity and ensuring the quality of the services provided.
During the inspection
We reviewed a range of records which included three people's care records and four staff files, in relation to recruitment and staff supervision. We looked at a variety of records relating to the management of the service, including policies and procedures.
Updated
21 January 2020
About the service
Direct Care & Support Team is a domiciliary care service which provides reablement (short term support usually after people are discharged from hospital), 'telecare' services (technology to help people live at home longer) and emergency respite care for family carers to over 3000 people in the Hartlepool area. 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, 19 people were receiving personal care.
Since the previous inspection the service has moved to an office located at the University Hospital of Hartlepool. The service works closely with health professionals to facilitate timely discharges from hospital or care homes which provide rehabilitation, so people can return home with appropriate support.
People’s experience of using this service and what we found
People told us they felt safe and staff were kind and caring. Staff supported people to regain their independence and confidence. People's privacy was respected.
Staff knew how to safeguard people from abuse. Where concerns had been raised, these had been dealt with appropriately. Medicines were managed effectively. Risks to people had been assessed and actions identified to reduce risk. Recruitment practices reduced the risk of unsuitable staff being employed.
People were supported by suitably trained staff. People's needs were assessed before care was provided and were reviewed regularly. Staff received regular supervisions and said they felt supported by the management team. Staff supported people to access health services if needed. Dietary needs were assessed and, where required, people received support with their meals.
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 care plans were up to date about their individual needs and preferences. Complaints were managed appropriately.
The registered manager had a clear vision about the quality of care they wanted to provide. People's feedback was sought and acted upon. Staff were aware of their roles and responsibilities. Quality assurance systems were in place to monitor the quality and safety of the service. There was a focus on continuous improvement.
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 (published 5 June 2017).
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.