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Care Partners Newbury Ltd Good


Inspection carried out on 5 December 2017

During a routine inspection

Care Partners is a domiciliary care agency providing care and support to 62 people living in their own homes at the time of this inspection.

At the last inspection in October 2015, the service was rated Good overall with Requires Improvement in Effective (No breach). We found some people were concerned about staff timekeeping and felt their care was sometimes rushed or visits cut short. We recommended the service look further into the reasons for this in case other improvements were possible.

This inspection took place on 5 December 2017. We gave short notice of the inspection to ensure the registered manager would be available to assist us. At this inspection we found the service remained Good overall. Further steps had been taken to address the previous concerns and feedback suggested improvements had resulted. This meant the service was now rated Good in Effective. The service had been proactive in addressing this as well as working with the local authority quality team to improve records and monitoring systems.

People were kept as safe as possible because staff understood how to report risk of harm and the organisation took appropriate action when any concerns arose. People’s medicines were managed within appropriate procedures where the service was responsible for this. Identified risks to people were assessed and mitigated without undue risk to people’s freedom. Robust recruitment checks helped ensure that staff employed had the necessary skills and approach.

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’s rights and freedom were protected and their consent was sought prior to care being provided to them. People were involved as much as possible in discussions about their care and day-to-day decisions about it.

Staff received a detailed induction and training programme to equip them with the skills and knowledge they needed. They received ongoing support through supervision. However, their development and support would be further enhanced through providing distinct annual development appraisals and increased frequency of team meetings.

Staff were caring and treated people with kindness, respecting their dignity, privacy and any cultural or other individual needs. The service made certain people were cared for in line with the Equality Diversity and Human Rights Act (EDHR). For example, people with 'protected characteristics' such as a physical disability had care plans to ensure they were supported appropriately with their communication assistive technology.

The service responded positively to complaints and requests for changes to people’s support. People’s views had been sought about the care provided by the service. The views of staff and external professionals had also been sought and used to inform continued development.

The service was managed effectively. Records were monitored and care practice was observed to help ensure standards were maintained.

Further information is in the detailed findings below.

Inspection carried out on 22 October 2015

During a routine inspection

This inspection took place on 22 October 2015 and was announced to ensure the registered manager was available.

Care Partners is a domiciliary care agency providing care and support to 76 people living in their own homes. A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was praised by people, relatives and professionals for its responsiveness and caring approach. People felt staff listened to their wishes and involved them in their care. People felt safe and staff understood their responsibilities around safeguarding.

Some improvements were needed to recruitment records to demonstrate that the recruitment procedure had been applied rigorously in all cases.

Some people were concerned about the timekeeping of staff and felt their care was sometimes rushed or visits cut short. The agency was aware of this from its own surveys and had taken some steps to address it, although further work was needed in this area. We have made a recommendation that the service examine this problem further to identify and address the reasons why the issues persist.

People generally felt the staff treated them with dignity and respect.

Staff had regular training, supervision, appraisals and team meetings, and felt supported by the registered manager, who was felt to be open and available.

Staff were good at identifying changes in people’s needs and reported their concerns to the office or direct to health professionals so they could be addressed.

The manager monitored the operation of the agency and sought the views of people, relatives, staff and external professionals to inform its future development. People felt the service was well led.