Background to this inspection
Updated
5 May 2015
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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.
This inspection took place on 3 March 2015. It was announced. The provider was given two days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the location offices to see us.
The inspection team consisted of two inspectors from the Care Quality Commission and two experts by experience who supported the inspection by carrying out some telephone interviews to seek people’s views and experiences. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.’ Both our experts by experience had experiences of a range of different care services which included domiciliary services.
Prior to our visit we looked at a range of different information which included information we hold about the service. We also looked at the Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
During our visit we looked at six care records, four staff recruitment and training files and we looked at records for assessing and monitoring the quality of the service.
We telephoned and spoke with twenty people receiving support in the form of respite care, once a week, for a period of three or four hours. Everyone with whom we spoke was a carer for a loved one, and cared for within their own home. We also spoke with three staff.
We spoke with the local authority commissioners and safeguarding teams to seek their views of the service provided.
We also received information from Healthwatch. They are an independent body who hold key information about the local views and experiences of people receiving care. CQC has a statutory duty to work with Healthwatch to take account of their views and to consider any information that may have been raised with them about this service.
Updated
5 May 2015
The inspection took place on the 3 March 2015 and was announced. The provider was given two days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the location offices to see us.
Harrogate and Craven Crossroads -York branch provides domiciliary support to adults and children in people's homes, so that carers can take a break from their caring role. There were sixty seven people being supported when we carried out our visit.
The service has a registered manager who has worked at the service for over seventeen years. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.’
At the previous inspection, which took place on 17 December 2013 the service was compliant with all of the regulations we assessed.
The service had safeguarding vulnerable adults and/or children policies and procedures in place, which were understood by staff. Staff received training in safeguarding vulnerable adults and/or children and all those spoken with confirmed that they would tell someone should any aspect of poor care be observed.
Staff identified and understood individual risks to people and worked with them to minimise these risks whilst also supporting them to remain as independent as possible.
People were positive about the staff who supported them. Appropriate recruitment checks were completed when new staff were employed.
People told us they were able to make choices. Their likes, dislikes and personal preferences were recorded within their care records and were known and understood by staff.
Training was provided for all staff and staff said this supported them in their roles. They received appropriate induction, training, supervision and support.
Staff understood the principles of the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). DoLS are part of the MCA (Mental Capacity Act 2005) legislation which is in place for people who are unable to make decisions for themselves. The legislation is designed to ensure that any decisions are made in people’s best interests.
People expressed positive comments regarding the service they received. They told us that their relatives were treated with kindness and compassion and said that staff respected people’s privacy and maintained their dignity at all times.
People told us that the registered manager and staff responded to their needs. Each person had individual care records which focused on them as a person. They told us that they could choose how to spend their time. The carers being supported said the service was invaluable to them.
The agency had not received any complaints as they dealt with any concerns immediately. The complaints procedure was given to people and people told us they could talk to staff if there was a problem.
The manager and a number of staff had been in post for a long time. They knew the service and the people they supported well.
The registered manager had an effective quality assurance system in place which ensured that the agency provided care to people in their own homes in a safe and effective way.