Updated 23 July 2022
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.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
The inspection team consisted of one inspector and one Expert by Experience who spoke with people and their relatives on the telephone. 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.
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 notice of the inspection. We needed to be sure the registered manager would be in the office to support the inspection. We also needed to arrange for the Expert by Experience to speak with people and relatives over the phone.
Inspection activity started on 23 June 2022 and ended on the 6 July 2022. We visited the office location on the 28th June 2022.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from three professionals who work with the service. However, we had no replies.
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 reviewed a range of records such as four people’s care records. We looked at two staff files in relation to recruitment and a variety of records relating to the management of the service such as incidents and accidents and quality assurance audits. During the inspection, we spoke with the registered manager, the operations manager, a locality manager and the quality lead.
As part of the inspection we contacted four support members of staff, two relatives and two people who use the service. The Expert by Experience contacted two people by phone and 13 relatives about their care experience.