Background to this inspection
Updated
12 March 2016
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 was 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 17 February 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that staff would be available.
The inspection team consisted of one inspector.
Before the inspection, we asked the provider to complete a 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. We reviewed information the provider had sent us including statutory notifications. These are made for serious incidents which the provider must inform us about.
At the provider’s office we looked at three people’s care records and other documentation about how the service was managed. This included policies and procedures and information about staff induction, training, support and recruitment. We also looked at the provider’s quality assurance systems. We spoke with the registered manager and the assistant manager.
After the inspection we contacted seven people who used the service for their feedback about the care and support they received. We also spoke with three staff and a healthcare professional for their feedback about the service.
Updated
12 March 2016
This inspection took place on 17 February 2016 and was announced. This meant we informed the provider at short notice of our visit.
Dignity- Innova House provides personal care to people in their own homes. At the time of our inspection the service was providing the regulatory activity of personal care to nine people.
Dignity- Innova House is required to have a registered manager in post. 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 time of our inspection the service had a registered manager.
People who used the service said they felt staff provided safe and effective care. Staff had a good understanding of the various types of abuse and their roles and responsibilities in reporting any safeguarding concerns. Staff also had received safeguarding adults training.
Safe recruitment practices meant as far as possible only people suitable to work for the service were employed.
Risks to people had been assessed and risk plans were in place that advised staff about how to manage and reduce known risks. We noted that environmental risk assessments had not been completed to support staff of any potential risks to themselves. Accidents and incidents were recorded and appropriate action had been taken to reduce further risks.
The provider ensured there were sufficient staff employed and deployed appropriately to meet people’s individual needs. The registered manager carefully considered any new requests to use the service to make sure these could be met. People who used the service said they had not experienced any missed calls and late calls were very rare. Additionally, people said that staff stayed for the duration of the call and they were not rushed. They told us that staff had time to spend with them and they had got to know them well.
Where people who used the service required support with their medicines, staff did this competently and safe practice guidance was followed.
Staff received a structured and planned induction, and received training and appropriate support. Refresher training was provided to support staff to keep up to date with any changes in best practice guidance.
The registered manager applied the principles of the Mental Capacity Act 2005 (MCA). Where people lacked mental capacity to consent to care and support, appropriate capacity assessments and best interest decisions had been made in line with this legislation.
Where people required support to eat and drink, staff provided appropriate support. They ensured people’s preferences concerning food and drinks were met and made readily available. Support was provided with people’s healthcare needs and action was taken when changes occurred.
People who used the service spoke highly of the staff and complemented them on their approach. They referred to them as kind and caring and that staff treated them with dignity and respect at all times. People also said that independence was promoted and this was important to them.
People who used the service said they were involved in their assessment, development and review of their care package. People were given information about what the service provided, this included how to make a complaint and the contact details of independent advocacy services.
Staff provided a responsive service that was based on people’s individual needs, preferences and routines. Some people required support to participate in social and community activities and staff provided support for people to engage in opportunities that were important to them.
People’s support needs were regularly reviewed for any changes and people were involved in these discussions and decisions. Where complaints had been received the registered manager had taken prompt action to address and resolve these issues.
People who used the service including staff, were positive about the leadership of the service. Staff were clear about the vision and values of the service.
The provider had checks in place that monitored the quality and safety of the service. This included opportunities for people who used the service to share their experience of the service they received. The provider had notified us of important events registered providers are required to do.