Knaresborough House

Updated 30 June 2023

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

This inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has 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 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

the inspection was unannounced. Inspection activity started on 24 May 2023 and ended on 12 June 2023. We visited the office location on 24 May and 5 June 2023.

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 this information to plan our inspection.

During the inspection

We spoke with 5 people who used the service and 5 relatives about their experience of the care provided. We spoke with and got feedback from 14 members of staff including the registered manager, office administrator and care workers.

We reviewed a range of records. This included people’s care records and medication records. We looked at staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and audits were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 30 June 2023

About the service

Knaresborough House is a domiciliary care agency providing care and support to younger and older people in their own homes. Some people who receive support may be living with dementia or have physical disabilities. The service supported 40 people at the time of the inspection. 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.

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

Overall people shared positive feedback with us about their experience of Knaresborough House. They felt the staff enabled them to keep safe. However, relatives did share mixed feedback regarding communication, and this was passed onto the registered manager who took action to address this.

Accidents and incidents were managed and recorded effectively. Recruitment was carried out effectively with the right safety checks and records in place.

Staff training was up to date and staff also received regular supervision and appraisals to ensure their development and practice was meeting people’s needs.

Risk assessments and relevant care plans were improved to ensure all the details needed to manage risk and support people safely was current. Care plans were person-centred and ensured people’s preferences were clear to guide staff on how to meet people’s individual needs.

Complaints records were improved and managed, people knew how to raise a complaint and told us they would do so. Audits in place were improved and were addressing concerns to manage risk and improve the quality of care provided.

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 and update

The last rating for this service was requires improvement (published 17 January 2022). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

At our last inspection we recommended that the provider review their recruitment and complaints procedures. At this inspection we found the provider had acted on our recommendations and made improvements.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.