We carried out a review of the data available to us about Valley Care Direct on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Valley Care Direct, you can give feedback on this service.
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.
Valley Care Direct is a domiciliary care service providing care and support to people in their own homes. At the time of our inspection, 25 people were receiving care and support from the provider.
There was a registered manager at the service. 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.
People felt safe and secure using the service. Systems and procedures were followed to ensure pre-employment checks were made on staff prior to them working at the service Staff understood how to protect people from potential harm and how to report any concerns.
New staff completed a period of shadowing and induction training prior to them supporting people with their care needs. The provider ensured staff received training relevant to their roles and responsibilities. Staff felt supported by members of the management team and other staff members.
People felt the staff treated them with dignity and respect. Staff were kind, caring and compassionate; people were supported to remain in their own home and when necessary, plans were in place to reduce unnecessary hospital admissions. People felt the staff understood their individual needs. People were involved in their care and decision-making. Staff understood the key principles of the Mental Capacity Act (2005).
People’s care plans contained information to assist staff to meet their needs. People were given information on what to do if they had any concerns or complaints. Staff felt confident if they had any concerns or complaints, the registered manager and management team would take them seriously and take action to find a resolution.
People’s individual care plans were reviewed to ensure they received the care and service they required. People felt listened to and said their individual needs were understood and met by staff. Staff supported people and relatives to make or request an appointment with a doctor or other health professional.
The management team strived to provide people with the support of staff at the time when they needed it. People were provided with information in advance, so they knew when and who to expect for their care visits.
Staff were aware of people’s needs and wishes and supported them in a personalised manner. When needed, staff assisted and supported people with their nutritional needs and meal preparation. Staff understood people’s individual needs; people were supported to remain independent and involved in their care.
The provider had processes in place for monitoring the quality of the service people received. There were clear arrangements for the day-to-day management and running of the service. The service was managed by a team who understood their roles and responsibilities in providing an effective service to people.
We saw that care was mostly planned and delivered in a way that met people's individual needs. Care files were in place that described people's needs. Risks were assessed and managed and people's health needs were being included in their care plans. Some improvements were needed regarding care with people's medication but we saw the manager was dealing with this.
We found that people's consent was being obtained for their care and support at the service.
We found that staff were aware of how to help protect people from abuse and neglect including how to report and record any concerns.
We saw that feedback was sought about people's care including regular questionnaires. We saw that measures were in place for monitoring the quality of the service to enable the manager to identify and manage risks.