Everycare Hillingdon is a domiciliary care agency providing a range of services including personal care for people in their own homes. All the people using the service were paying for their own care. This inspection took place on 5 October 2015 and was unannounced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available. The service registered with the Care Quality Commission (CQC) in 2013 and had not been inspected before.
At the time of our inspection, Everycare Hillingdon was providing care to 36 people. People received support from one day to seven days a week. They were supported in a variety of ways including cleaning and laundry, companionship, outings, meal preparation and personal care.
The registered provider also manages the service and has applied to become the registered manager. 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 provider had a policy and training in place in relation to the Mental Capacity Act 2005 but they did not have procedures in place to ensure people using the service had been assessed as to whether they were able to make decisions about their lives.
Feedback from people using the service, relatives and care workers was positive. People said the carers were good at their jobs and well trained. Comments from people included: “I’ve got nothing but good to say”, “they are all very kind and helpful”, “I’m on good terms with the manager. He’s been very supportive”.
Some people said that care workers could sometimes be up to 10 or 15 minutes late, although they added that this was not a great problem. One person said that they received a telephone call if a carer was running late.
The service offered companionship calls. This enabled some people to go out for a walk, or just sit and chat. One person told us that this service was the only one offering this means of support.
Care workers told us that they felt supported by their manager and the field care supervisor. Their comments included: “Things get done, they listen”, “they are so lovely, always happy to help, I love it”, “my induction and training have been good”.
There were procedures for safeguarding adults and the care workers were aware of these. The risks to people’s wellbeing and safety had been assessed. Care workers knew how to respond to any medical emergencies or significant changes in a person’s wellbeing.
There were systems in place to ensure people received their medicines safely. The care workers were trained and their competencies regularly checked by the field care supervisor.
The service employed enough staff to meet people’s needs safely and contingency plans were in place in the event of staff absence. The service followed safe recruitment practices.
People’s needs were assessed prior to receiving a service, and care plans were developed from the assessment. The care plans were detailed and included people’s background as well as their choices and preferences.
People’s health and nutritional needs had been assessed, recorded and were being monitored. These informed care workers about how to support the person safely and in a dignified way. Care workers received an induction, training and support so that they could provide care and support to people effectively.
There was a complaints procedure in place which was followed by the provider. People felt confident that if they raised a complaint, they would be listened to and their concerns addressed.
We found a breach of the Health and Social Care 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.