Valley Care Direct

Updated 11 September 2019

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 a single 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

This inspection was announced. We gave the service 2 weeks notice of the inspection. This was because the service is small and people are often out and we wanted to be sure there would be people at home to speak with us.

Inspection activity started on 17 July 2019 and ended on 06 August 2019. We visited the office location on 06 August 2019.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. 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 four people and two relatives on the telephone and visited four people with three relatives in their home. At the registered office we spoke with three staff, the registered manager and three other members of the management team.

We reviewed a range of records which included people's risk assessments and care plans, medicine records and daily log sheets. 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 also reviewed.

After the inspection

We spoke with further professionals who also had knowledge of the service.

Updated 11 September 2019

About the service

Valley Care Direct is a domiciliary care provider who was providing personal care to 40 people at the time of the inspection. The service provides personal care for people living in their own homes, so they can live as independently as possible. 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 were placed at the heart of the service, a strong person centred, and local community-based approach demonstrated their core values. Staff and the service’s management told us how important it was to be able to provide quality, person centred care across the rural area they covered. Many people being supported by the provider, told us they thought of their care staff as being more like family or friends, they found the staff were caring, compassionate and demonstrated commitment to the role. We heard many examples of staff speaking and dealing with people with affection, compassion and respect.

People’s needs were met by staff who knew them well. We saw and were told, of staff who went ‘above and beyond’ normal duties, to help and support the people they cared for. There were examples of staff supporting people with additional home cooked meals and birthday cakes.

The providers organised community activities and supported people to avoid the risk of social isolation in the rural community areas. Efforts were made to have the same care staff visiting people. People’s care and support plans were detailed for care provision preferences and updated as required.

The management team were praised by people and staff for their commitment to driving the service. The organisation treated staff well and this has led to a positive workplace culture. Staff told us they were happy working as part of the team. Regular audits were carried out and people were asked their views in person and by questionnaire’s, this helped identify any changes that were required.

Staff were safely recruited, trained and had 24-hour support by managers on a rota. Staff were aware of how to report any concerns about neglect or abuse and were confident if they raised a concern, it would be addressed. Staff told us they felt part of an organisation who cared for them, as well as the people who they were supporting.

People were supported safely and any risks regarding their care were assessed. Where medicines were included as part of a care package; these were administered safely and in accordance with the prescribing instructions, they were also monitored as part of overall auditing.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (26 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.