Background to this inspection
Updated
22 October 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was completed 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.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was not a registered manager in post. The Nominated Individual had applied to register. We are currently assessing this application.
Notice of inspection
We gave a short period notice of the inspection. This was because it is a small service and we needed to be sure the provider or manager would be in the office to support the inspection. Inspection activity started on 22 August 2022 and ended on 10 October 2022. We visited the location’s service on 22 August 2022 and the 07 September 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We visited the office and spoke with the nominated individual about the service. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed the systems and processes in place to manage people’s care and support.
After the inspection
We spoke with four people receiving a service, seven family members, and one friend of a person using the service. We spoke with five staff members.
We used electronic file sharing to enable us to review documentation. We reviewed three care plans, medication records and four staff files. We reviewed records associated with the management of the service, which included policies, procedures, and quality assurance checks.
Updated
22 October 2022
About the service
Comforting Hands Recruitment is a domiciliary care agency which is registered with the Care Quality Commission (CQC) to provide the regulated activities of personal care to older people and younger adults, some of whom may live with dementia, physical disability and/or learning disabilities or autistic spectrum disorder in their own homes. At the time of the inspection regulated activity was provided to 38 people.
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 told us they felt safe with the staff who supported them. Staff were clear on types of abuse to look out for and how to raise their concerns when required. Processes ensured any incidents were routinely investigated with outcomes and actions implemented to help keep people safe
Staff had access to recorded information in a way they understood. Staff understood the importance of communicating with people. For example, to support them with their abilities and to respond to their wishes and preferences.
Staff had good access to personal protective equipment to manage the risks associated with the spread of infection including COVID-19 and adhered to government guidance to protect people.
Where people required support to take their medicines, this was done safely as prescribed.
Staff told us they didn’t always feel supported by management and that communication could be improved. The provider showed us a process was in place to improve communication and commence staff supervisions following staff probationary employment periods; to support them in their role. Staff told us they would welcome the opportunity to confidentially discuss their roles and responsibilities on an individual one to one basis.
Staff received appropriate induction, training, professional development to enable them to carry out the duties they were employed to perform.
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.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
At the time of the inspection, the location did not care or support for an autistic person or anyone with a learning disability. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
Right support: Model of care and setting maximised people's choice, control and independence;
People were supported to make choices about their care and support. People were supported to make adaptions to their homes to remain as independent as possible. Care plans included information for staff to use to help people to live their best lives as independently as possible. Support was provided which promoted daily living skills and access to a range of activities and events. People told us they received care and support from staff who they knew and had their preferences respected.
Right care: Care was person-centred and promoted people's dignity, privacy and human rights;
People and their relatives were involved in planning their care. Care records included information to support people’s wishes and preferences. Information was regularly reviewed to ensure it remained up to date for staff to follow. People told us staff were respectful, caring and understanding around their emotional and physical needs.
Right culture: The ethos, values, attitudes and behaviours of leaders and care staff ensured people using services led confident, inclusive and empowered lives;
The culture of the service was open and empowered individuals to express their views. People spoke positively about the service they received and the way the service was managed. The new manager was passionate about providing people with a personalised service which promoted their independence
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 26 November 2020 and commenced regulated activity in June 2022. This was the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.