Background to this inspection
Updated
12 December 2019
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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector on one day.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing.
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
We gave the provider 48 hours' notice of the inspection visit. This was because we needed to make sure staff would be at the office to answer our questions and provide the information we required to carry out our inspection.
What we did.
The provider was not asked to complete a Provider Information Return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. This information helps support our inspections. We used this information to plan our inspection.
During the inspection
We met and spoke with two people who used the service and nine relatives to ask about their experience of the care provided. We spoke with the registered manager, director, office manager, two training managers, one project manager, a team leader, the service user activity and forums lead and six care workers. We reviewed a range of records. This included four people’s care and medication records. We looked at two 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.
Updated
12 December 2019
About the service Support
Support Asia Limited is a domiciliary care service which is registered to provide personal care to people living in their own homes within the community. At the time of inspection 44 people received care and support from the service.
People’s experience of using this service and what we found;
People told us they felt safe when supported by staff. Staff were aware of the signs of abuse and the reporting processes they should follow if they had concerns. People's risks were assessed, and staff had a good understanding of their risks and how to minimise them. The provider’s on-going recruitment process ensured there were suitable staff to support people safely. People received their medication as prescribed. Staff followed infection control guidance and had access to personal protective equipment.
People were supported by staff who had the skills to meet their needs. 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. People were given choices and their consent was gained before providing support. People had access to healthcare professionals when required.
People were supported by kind and caring staff who knew them well. People's privacy and dignity was maintained. Staff understood the importance of people maintaining their independence.
People were supported to go out into the community if they wished. People and their families were involved in their assessment and reviews of their needs. People and relatives knew how to raise concerns and felt comfortable doing so.
The provider had quality assurance systems in place and these had been used to enhance the overall service provision and drive improvement. Feedback questionnaires were used to gather information about people and their relatives’ views. Spot checks and audits were carried out to ensure the quality of the service was maintained. People, relatives and staff spoke positively of the registered manager.
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 (published 07 July 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.