Good Oaks Home Care - Dorchester and Weymouth

Updated 22 March 2023

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 carried out by 1 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 homes, 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 service notice of the inspection. This was because it is a domiciliary 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 30 January 2023 and ended on 16 February 2023. We visited the office location on 1 February 2023.

What we did before the inspection

We reviewed information we had received about the service since it registered. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

During the inspection

We spoke with 5 people who used the service and 9 people’s relatives about their experience of the care provided. We also received written feedback from 13 further relatives. We spoke with, or received written feedback, from 9 members of staff, the registered manager and a representative from the provider organisation. We also received feedback from the local authority quality monitoring team.

We reviewed a range of records. This included documents related to 4 people’s care and support. We also reviewed records relating to the management of the service, including 2 staff records, rosters, policies and procedures, training records and quality assurance documentation.

Updated 22 March 2023

About the service

Good Oaks Home Care - Dorchester and Weymouth is a care at home service that provides support and personal care to people in their own homes. 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. At the time of our inspection 29 people were receiving support with personal care. Good Oaks Home Care - Dorchester and Weymouth was registered with CQC in October 2021.

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

People, relatives and staff spoke positively about the management of the service and the registered manager. They all felt the service was well run. Quality assurance systems needed to be embedded to monitor key aspects of the service. Provider oversight had not focused on actions that had been identified as necessary to ensure safety. We have made a recommendation about this.

Sufficient numbers of staff were deployed to meet people’s needs. Staffing had been a challenge and this had impacted on the registered manager’s ability to develop the quality assurance systems needed as the service grew. The registered manager had a plan to address this alongside a sustained recruitment campaign.

People told us they received the right care and support from skilled staff who knew them well. Staff had not completed all the training the provider had outlined as necessary for their roles. The registered manager developed a plan to address this.

Staff were committed to delivering person-centred care. This approach was promoted by the senior team. People told us the care they received made them feel safe and they were confident they were well looked after. Staff knew people well and understood their roles and responsibilities.

Risks to people had mostly been assessed and personalised care plans supported staff to help people manage these risks effectively. There were reviews scheduled to update people’s risk assessment and care plans. Staff supported people to access any equipment they needed to ensure their homes remained safe. People received their medicines safely.

People received personalised care as described in their care plans. Staff understood the outcomes that mattered to people and worked to ensure they achieved these.

People told us they received the help they needed and that staff were kind and caring. People and relatives also told us staff were respectful.

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. The provider had identified a need to improve the recording around decision making.

People received the support they needed to eat and drink safely and access to healthcare was supported.

People and relatives knew how to raise any concerns and were confident these would be listened to and acted upon. The registered manager spoke with people and their relatives frequently. There had been no formal complaints made.

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 6 October 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Recommendations

We have made a recommendation about the provider’s governance of the location.

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.