Background to this inspection
Updated
19 May 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 Health and Social Care Act 2008.
Inspection team
The inspection was undertaken by an 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 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. This was because it is a small 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 22 April 2022 and ended on 26 April 2022. We visited the location’s office on 26 April 2022.
What we did before the inspection
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
We reviewed information we had received about the service, including statutory notifications, which the provider is required to send to us by law. We used all this information to plan our inspection.
During the inspection
We spoke with two people who used the service and five relatives to ask for their feedback. We spoke with the registered manager and a carer.
We reviewed a range of records including five care plans. We looked at a staff file in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
19 May 2022
About the service
Cranleigh Homecare is a domiciliary care agency that provides personal care to people in their own homes. At the time of our inspection there were 12 older people using the service who had various health needs, including dementia. 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
People felt safe receiving their care and support from staff. A relative said, “She looks forward to them coming and they are very good. They noticed a problem with her skin and [following healthcare advice] they treat it and check it every day”. Another relative said, “I have no worries at all. She always knows who is coming and has them twice a day”. Staff had completed safeguarding training and knew what action to take if they suspected people were at risk of harm. Risks to people were identified and assessed, and guidance was provided to staff on how to mitigate risk. People received their medicines from trained staff.
People were supported by staff to access healthcare professionals and services. Their dietary needs were identified and staff encouraged people to eat and drink healthily. 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.
Staff were kind and caring with people, and people were complimentary about staff. A relative said, “They have a lovely time with carers, they are all polite and flexible”. People were encouraged to be as independent as possible, and they were treated with dignity and respect.
Personalised care was provided and care plans reflected people’s choices and preferences which staff followed. Communication was provided in an accessible format as required. The provider had a complaints policy, a copy of which was given to everyone receiving a service.
The service was well led with a management team who had a thorough understanding of people’s support needs. People felt listened to and described the importance of good communication. A relative said, “It’s all about communication and they are good at communicating”. Another relative told us, “They always put the times of visits on the invoice so you can check the time of the call. All of them are sensible people and that makes such a difference”. The system for monitoring the service to drive continuous improvement included obtaining feedback from people, reviews of their care, and unannounced spot checks to observe staff delivering care to people in their homes.
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 8 June 2020 and this is the first inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.