Background to this inspection
Updated
17 December 2021
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 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.
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 the service notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 15 November and ended on 19 November. We visited the office location on 15 November.
What we did before the inspection
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 member of staff, the registered manager and the quality and compliance manager. We reviewed a range of records. This included three people's care records and medicines records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We spoke with six people who used the service, five relatives, and five staff. We continued to seek clarification from the provider to validate evidence found. We looked at training data and procedures. We spoke with one professional who had regular contact with the service.
Updated
17 December 2021
About the service
Altogether Care LLP Bradford on Avon is a domiciliary care service providing personal care to people living in and around Bradford on Avon, Trowbridge and Westbury.
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. On the day of the inspection, 51 people were receiving the regulated activity of personal care.
People’s experience of using this service and what we found
People told us they felt safe using the service. People were cared for by staff who knew how to keep them safe and protect them from avoidable harm. One person said, “I am very happy with the carers I have and feel extremely safe with them.” There were enough staff available to meet people's needs. People were supported to take their medicines safely. Incidents and accidents were reported, investigated and actions taken to prevent recurrence.
People's needs were assessed, and care plans were in place. People were cared for by staff who had been trained to carry out their roles and who were knowledgeable about the support people needed. One person said, “The carers have received enough training for them to be capable of doing my care. If there are ever new carers, they always shadow a more experienced one.” 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 and their relatives told us staff supported them to access healthcare and other support services.
People told us they were cared for by kind and compassionate staff. Comments included, “I have a great connection with my carers. They chat away to me and my [relative]. We know we can have a laugh and a joke with them” and “I have a good rapport with all the carers who come and we do have a laugh and a joke.” One person’s relative said, “When [relative] is down in the dumps the carers cheer her up and one carer in particular is good at this. [Relative] really likes her.” Staff understood the need to respect people's privacy and dignity.
Staff were knowledgeable about people's support needs as well as people's preferences for how they were cared for. People's feedback was sought. There was a complaints procedure in place and people knew how to complain if they needed to.
Systems were in place to monitor the quality of care provided and continuously improve the service. Staff spoke highly of the manager and said the service was a good place to work. One staff member said, “I love the bosses, I feel very reassured and love my job.” We have made a recommendation about the oversight of staff testing for Covid-19.
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 15/07/2020 and this is the first inspection.
Why we inspected
This inspection was planned, as the service had not received a comprehensive inspection or been awarded a rating since registration.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.