Background to this inspection
Updated
15 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 a registered manager in post.
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 the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 8 June 2022 and ended on 15 June 2022. We visited the location’s office on 8 June 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. 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 two members of staff, which included the registered manager and regional quality lead. We reviewed a range of records including records relating to the care and support provided. We reviewed additional records which included 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 regarding the management of the service.
After the inspection
After our visit we continued to seek feedback from people using the service, relatives and staff to obtain their views of the service provided to people. We also contacted four healthcare professionals. We received feedback from 17 people using the service, four relatives and a further six staff members. We continued to seek clarification from the provider to validate evidence found.
Updated
15 July 2022
About the service
Homelife Carers (Exeter) is a domiciliary care service supporting adults in the community who required personal care in the Exeter, Tiverton, Okehampton and Torbay areas. The service provided care to people living with dementia, physical disabilities, mental health needs and sensory impairments.
Not everyone who used the service received personal care. The Care Quality Commission (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 163 people using the service who received personal care.
People’s experience of using this service and what we found
People said they received safe care from the staff at the service. One comment we received was, “I feel safe with them, it tends to be the same carer on every visit. I’m used to them. It’s a very warm relationship.”
Staff demonstrated an understanding of safeguarding and were able to identify what might constitute abuse and the reporting process they needed to follow to escalate concerns. People’s individual risks were identified and care was planned in a way to reduce identified risks. Risk assessments were reviewed.
Feedback was mostly positive about the timeliness of care appointments, however we received mixed feedback from people about regularly receiving a rota and staff gave mixed feedback on travel time between care appointments. This was communicated to the registered manager. Staff recruitment was safe, and no concerns were raised around infection control practice.
People’s care needs were assessed and care was planned accordingly. Staff received induction, training and ongoing supervision and appraisal. People were supported with food and drink based on their individual needs.
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.
Care files were personalised to reflect people’s personal preferences. Their views and suggestions were taken into account to improve the service. There were systems and policies in place to respond to complaints if required.
Staff told us people were caring and all the feedback we received was positive. One relative commented, “I can only say they are brilliant. They are friendly and caring.” A person we spoke with told us, “She [staff member] is wonderful, she is like an angel, I can’t say any more. She is wonderful, very caring.”
Staff told us they were happy in their jobs and were keen to make a positive difference in people’s lives. There was positive feedback received from people and staff about the service management.
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 12 May 2021 and this is their first inspection.
The last rating for the service under the previous legal entity was Good, published on 4 February 2020.
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.