Background to this inspection
Updated
2 February 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection was completed by one inspector and one expert by experience [ExE]. 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:
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.
We gave the service 48 hours’ notice of the inspection visit because it is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Inspection site visit activity started on 10 and ended on 14 January 2019. It included speaking with people and their relatives and visiting people in their own homes. We visited the office location on 10 and 14 January 2019 to see the manager and office staff; and to review care records and policies and procedures.
What we did:
We reviewed information we had received about the service. This included details about incidents the provider must notify us about and we sought feedback from the local authority and health professionals who worked with the service. We used information the provider sent us in the Provider Information Return [PIR]. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
Before, during and following the inspection we reviewed and spoke with;
• Three people were visited in their own homes and we reviewed their care records and risk assessments
• Reviewed staff recruitment, training and supervision records for three staff
• Records of accidents, incidents, complaints and compliments
• Audits, quality assurance reports and surveys
• Spoke with the registered manager, deputy manager, a senior care supervisor and four care staff
• The expert by experience [ExE] telephoned and spoke with six people using the service and three of their relatives.
• We also spoke with and obtained feedback from a West Sussex County Council; support broker and assistant care manager.
Updated
2 February 2019
About the service:
Platinum Homecare [South Coast] Limited, is a family run care at home, domiciliary care provider in the West Sussex town of Selsey, which is situated close to the coast. At the time of this inspection 52 people received personal care support from the service. The service supported older people, some of who were living with dementia and people with physical disabilities, within their own homes.
Not everyone using Platinum Homecare [South Coast] Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
People’s experience of using this service:
People received a consistently good service and felt safe with the support they received from the staff. One person told us, “It's certainly safe. I've never had any worries at all, and I trust the staff completely.”
Staff understood how to raise concerns both within and outside of the service should they need to. People and staff felt they were listened to and that their ideas and any concerns they may have were addressed.
People received their medicines safely and medicines that were prescribed on an ‘as required’ basis were given safely.
Staff knew people well and provided support in the way people wanted. People’s individual needs and preferences were known and understood by staff which meant that they received a person-centred service. Support was provided which ensured people received food and drink when they needed this.
Training and observations of staff practice, as well as supervision with the management team ensured that staff were competent in their roles.
People were involved in decisions about their care and staff sought appropriate consent and asked people what help they needed. People received care that respected their privacy and dignity as well as promoting their independence wherever possible.
Staff supported people with timely access to external healthcare when people were unwell and supported with access to medical appointments as needed.
The service was well-led by a dedicated management team who demonstrated compassion and commitment to the needs of the people who used the service as well as the staff who worked for them.
The registered and deputy managers worked professionally with agencies outside of the service and ensured a transparent, honest and open approach to their work which as valued by others.
Rating at last inspection: Good (23 June 2016).
Why we inspected: We inspected the service as part of our inspection schedule methodology for ‘Good’ rated services.