Hayes Staff Recruitment Limited

Updated 23 November 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

The inspection team consisted of 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

Hayes Staff Recruitment Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats and in specialist housing.

Registered Manager

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 carried out the inspection visit on 4 October 2022. We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 28 September 2022 and ended on 10 October. We visited the location’s office on 4 October 2022.

What we did before the inspection

Before our inspection, we reviewed the information we held about the service which included statutory notifications and information from the local authority and other commissioners. We requested and received feedback from six health and social care professionals who worked closely with the service.

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.

During the inspection

We spoke with the registered manager, two care workers, and two office staff who support the registered manager in the management of the service.

We reviewed three care records, three recruitment records and complaints and compliments documentation. We viewed supervision and observation records, and the registered manager showed us the systems for tracking training, supervision and quality checks. We reviewed audits of medicine administration records (MAR).

After the inspection visit

As people receiving personal care were unable to communicate with us on the phone, we spoke with ten family members. The service provided non-regulated care to other people and feedback from health and social care professionals reflected their views of both aspects of the service.

We also clarified some areas of quality monitoring information with the registered manager.

Updated 23 November 2022

About the service

This service is a domiciliary care agency and provides personal care to people living in their own houses and flats in the community. It provides a service to younger adults, and children with learning disabilities. There are some older people also receiving a service.

At the time of our visit, the provider offered a service to 15 people with ‘personal care’ and help with tasks related to personal hygiene and eating. We also take into account any wider social care provided. The service offers services and support outside the scope of this inspection, as they supply staff to organisations as well as outreach support to individuals, focusing on people with a learning disability or autism.

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.

People’s experience of using this service and what we found

Relatives and health and social care professionals praised the staff, the service, and in particular the management of the service. The registered manager was praised for her effectiveness, kindness and compassion in leading the service by relatives, professionals and staff.

Right Support:

The service provided a range of support to people including personal care. Staff were matched with people and families, taking into account their specific cultural and religious needs. Relatives and health and social care professionals praised the support offered by the service, with one professional describing the moral and value views of the staff and management team as a good quality. The staff team provided care that maximised people’s choice, control and independence.

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.

Right Care:

Care records were person-centred and promoted people’s dignity, privacy and human rights. Risk assessments were comprehensive, up to date, and covered a wide range of activities, behaviours and elements of care giving. The management team worked hard to support staff in their caring role, supervision took place regularly and training in all key areas was in place. The management team had developed effective systems and audit processes to ensure good quality care was in place. Health and social care professionals praised the service, and in particular, the effectiveness of the registered manager in their leadership role.

Right Culture:

From discussions with people and their relatives, we were aware that the service provided good quality care, which promoted and supported people to lead confident, inclusive and empowered lives. People were enabled to participate in a wide variety of community activities and the registered manager ensured that staff were encouraged and supported to work to the values of ‘Right support, right care, right culture.’

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

Rating at last inspection

Since the last inspection, this provider has re-configured their services, and this service has moved location. The last rating for the service at the previous premises was Good, published on 9 March 2018.

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.