Updated 8 October 2021
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.
The inspection was completed by two inspectors 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 providing personal care to people living in the local community. This service also provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
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 a short period notice of the inspection because we needed to be sure that the provider or manager would be available to support the inspection.
Inspection activity started on 30 June 2021 and ended on 9 August 2021. We visited the office location on 4 August 2021.
What we did before the inspection
We reviewed information we had received about the service and 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 with one person and five relatives to discuss their experience of the care provided. We contacted a further seven people by telephone. We contacted several care staff and managed to speak with the registered manager, assistant manager, team leader and two care staff.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at two staff’s files in relation to recruitment, induction, training and supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.
After the inspection
We continued to review information from the inspection and to seek clarification from the provider to validate evidence found.