Background to this inspection
Updated
21 April 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 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 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. They were supported by a branch manager.
Notice of inspection
This inspection was unannounced. Inspection activity started on 23 March 2022 and ended on 28 March 2022. We visited the location’s office/service on 23 March 2022.
What we did before the inspection
We reviewed information we had received about the service since it registered with CQC. We sought, and received, feedback from two health care professionals who worked with the service. 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 nine people and two relatives about their experience of the care provided. We spoke with two staff and the branch manager. We reviewed a range of records. This included four people’s care plans and associated risk assessments and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, policies and procedures were also reviewed.
After the inspection
We spoke with the registered manager.
Updated
21 April 2022
About the service
Beech Tree Total Care Folkestone & Shepway is a domiciliary care agency providing personal care to people in their own home. At the time of our inspection there were 80 people using the service.
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.
People’s experience of using this service and what we found
People told us they felt safe having carers support them in their own homes. They said, “I am supported seven days a week, every day of the year including Christmas day. They never let me down” and, “They are very supportive they are the best agency I have ever had.”
People were supported by staff who had been safely recruited and were skilled and knowledgeable about how to meet people’s needs in the way that suited them best. New staff completed a three-day induction before shadowing experienced staff and getting to know people. Regular staff competency checks were completed to ensure staff actions and behaviours were of a high standard.
People were protected from the risks of discrimination, abuse and avoidable harm. Risks to people’s health, safety and welfare were monitored and reviewed. Measures were in place to reduce risks.
People told us staff always wore the appropriate personal protective equipment (PPE). Staff had access to PPE stock and completed training about how to use it appropriately.
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.
People’s physical, mental health and emotional needs were assessed before they began using the service. Care plans were written with people and focused on their individual specific needs and preferences.
People told us they knew how to complain, but had no complaints about the service they received. They felt confident they would be listened to, should they need to complain. Complaints and compliments were shared with staff to address areas for improvement and to celebrate successes.
The management team completed checks and audits on the quality and safety of the service to make sure they had good oversight.
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 23 June 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on our inspection programme.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.