Background to this inspection
Updated
6 July 2022
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 conducted by one inspector, an assistant inspector and an Expert by Experience with experience of care of older people. An expert by experience is a person who had personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was not a registered manager in post. The manager was currently in the process of registering with the Commission.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.
Inspection activity started on 25 May 2022 and ended on 6 June 2022. We visited the location’s office on 25 May 2022.
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 (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with five members of staff, which included the manager and regional manager.
We reviewed a range of records. We looked at a variety of records relating to the care and support provided. This included seven staff files in relation to recruitment, and various audits/reports relating to the quality and safety of the service. We requested a variety of records were sent to us relating to staff training and regards the management of the service.
After the inspection
After our visit we sought feedback from people using the service, relatives, staff and health and social care professionals to obtain their views of the service provided to people. We received feedback from 10 people using the service, eight relatives, six staff and two health and social care professionals. We continued to seek clarification from the provider to validate evidence found. We provided initial feedback to the service on 8 June 2022.
Updated
6 July 2022
About the service
Homelife Carers (Barnstaple) is a domiciliary care service, supporting adults in the community who require assistance with personal care. This included people living with dementia, physical disabilities, mental health needs and sensory impairments. 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 our inspection there were 148 people using the service.
People’s experience of using this service and what we found
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 felt safe and supported by staff in their homes. Comments included, “They (staff) are all lovely ladies, they are very warm and caring. They are all very helpful and always ask what I need doing” and, “Oh yes, definitely. He is in bed all the time and they (staff) make sure he feels safe in bed. They are excellent.”
Staff demonstrated an understanding of what might constitute abuse and knew how to report any concerns they might have. People’s individual risks were identified, and risk assessment reviews were carried out to identify ways to keep people safe. Medicines were managed safely. Effective infection control measures were in place.
People confirmed that staffing arrangements met their needs. They were generally happy with staff timekeeping and confirmed they always stayed the allotted time. Staffing arrangements matched the support commissioned and people were matched with staff who had the skills to meet their individual needs. Where a person’s needs increased or decreased, staffing was adjusted accordingly.
There were effective staff recruitment and selection processes in place to keep people safe. People received effective care and support from staff who were well trained and competent.
Care files were personalised to reflect people’s personal preferences. Their views and suggestions were taken into account to improve the service.
People were supported to maintain a balanced diet. Health and social care professionals were regularly involved in people’s care to ensure they received the care and treatment which was right for them.
Staff relationships with people were caring and supportive. Staff provided care that was kind and compassionate. People commented: “I think generally the people I have seen are exceptionally caring and attentive. On the whole dad is very lucky with the carers he has”, “Yes, they are very kind and I look forward to their visits” and, “Yes, they joke with him and are cheerful. You can feel their hearts are in their jobs.”
Staff spoke positively about communication and how the manager worked well with them and encouraged their professional development.
A number of methods were used to assess the quality and safety of the service people received. The service made continuous improvements in response to their findings.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 18 October 2019 and this is their first inspection.
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.