17 October 2019
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.
This inspection was carried out by one inspector.
Service and service type
Farrell Healthcare is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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
This inspection was announced. We gave 48 hours’ notice of the inspection to ensure people who used the service, staff and visitors were available to talk with us.
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 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 of this information to plan our inspection.
During the inspection
We spoke about Farrell Healthcare with the service manager and the registered manager. We also talked with two people, three relatives and two staff. We looked at records related to the management of the service. We did this to ensure the management team had oversight of the service, responded to any concerns and led Farrell Healthcare in ongoing improvements. We checked care records of people who used the service and looked at staffing levels, recruitment procedures and training provision.
17 October 2019
About the service
Farrell Healthcare Head Office provides domiciliary services to 35 people who require support in their own home at the time of our inspection. The service supports a wide range of people in the community and operates seven days a week, with out of hours contacts. Farrell Healthcare Head Office will be referred to as Farrell Healthcare within this report.
People’s experience of using this service and what we found
People and relatives commented they felt safe whilst using Farrell Healthcare. A relative said, “It's a stress-free service for me as a relative.” Staff demonstrated a good awareness of reporting concerns and whistleblowing to protect people from poor care, abuse or harm.
The registered manager had systems to monitor, assess and reduce risks related to supporting people in their own homes. Staff demonstrated a good awareness of their duties to prompt people to take their medication. This helped them to protect people from unsafe medicines procedures.
Staff told us staffing levels were sufficient to give them time to complete visits in a calm and unhurried way. A staff member stated, “There's enough of us to make sure everything is covered.” The management team had a variety of systems to ensure their workforce was well trained.
The management team assessed, monitored and reviewed people’s care plans to ensure they continued to meet their needs. Part of this process included timely referral to other agencies to help people maintain a healthy lifestyle. The management team guided staff to meet people’s needs where nutritional support formed part of their care package.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People confirmed staff consistently sought their permission before assisting them.
People and their relatives said staff had a caring, respectful attitude and they were at the heart of their care plans. A relative told us, “They are excellent carers who have enhanced our lives.” The management team assessed people’s needs with them to develop personalised care packages.
The managers fostered an inclusive ethos by involving everyone in service improvement. A relative told us, “I am impressed with them and my overwhelming gratitude for the support they have given us.” The management team completed various audits to assess safety and quality assurance.
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 28 February 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.