D&J Care Services

People’s experience of using this service:

People and their relatives spoke positively about the service and told us it was well managed. People received care and support which was safe and personalised to their needs. People were protected from the risk of abuse and avoidable harm and any lessons learnt from accidents and incidents were used to prevent reoccurrences. People were supported to take their medicines safely and staff followed appropriate infection control practices. The service followed safe recruitment checks and there were enough staff available to support people’s needs.

Before people started using the service, their needs were assessed to ensure they could be met. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People received care and support from staff that had the knowledge and skills to meet their needs. People were supported to maintain good health; eat healthily and supported to access healthcare services when required.

People were supported by staff that were kind, caring, respectful of their privacy and dignity and promoted their independence. People and their relatives were involved in care planning and were provided with choice. Staff understood the Equality Act and supported people in a caring way. People’s communication needs had been assessed and met. People were supported to participate in activities that interested them and knew how to complain if they were unhappy.

The management team demonstrated a commitment to ensure people experienced a meaningful, person centred and high-quality care. There were systems in place to assess and monitor the quality of the service and feedback was sought from people to make improvements where required. The service worked in partnership with key organisations to plan and deliver an effective service.

Rating at last inspection: Good (Report published 30 December 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection. At this inspection we found the service remained Good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

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

This is the first comprehensive inspection of the service by the Care Quality Commission (CQC) since registration in April 2014.

There was 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.

Staff were trained in how to protect people from abuse and harm. Staff knew how to recognise signs of abuse and their responsibility to report any concerns. Staff assessed risks to people’s health and had guidance to ensure they managed the known risks to protect people from harm. Risk assessments were reviewed and updated regularly to ensure they remained effective.

There were sufficient staff on duty to meet people’s needs. Staffing levels were adjusted when people’s needs changed. The provider used an electronic system to monitor staff visits to people’s homes and to minimise the risk of late or missed visits. The provider had robust recruitment processes. Staff were recruited safely and suitable to support people.

People received the support they needed to take their medicines safely. Staff had received training on managing and administering people’s medicines.

Staff were competent to meet people’s needs. Staff received ongoing training and had the skills and knowledge to provide care effectively. Staff had regular supervision to monitor their performance.

People were involved in decisions about their care. Staff understood systems in place to protect people who could not make decisions and followed the legal requirements of the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards (DoLS).

Staff knew each person well and understood how to meet their needs. The provider tried to ensure the same staff looked after people to promote good working relationships.

Staff assessed each person’s needs and preferences. Care plans were individualised and provided enough information for staff on how to support people. People were involved in the day to day care and support. People’s care plans were reviewed with their involvement and their relatives where appropriate. Care plans were updated as people’s needs changed. People received care that was responsive to their individual care and support needs.

People received the support they required with their eating and drinking. People were supported to access healthcare professionals when needed.

People were treated with dignity and respect. Staff promoted people’s independence and encouraged them to do as much as possible for themselves.

People were provided with information about how to make a complaint. There was a complaints procedure as well as incident and accident reporting. Staff supported people to make their views about the service and wishes known.

There was a positive and open culture at the service. Staff had a clear set of values based on respect and choice for people.

People and staff were encouraged to give their views about the service and their feedback was used to make improvements. The registered manager used audit processes in place effectively to monitor the quality of care people received and used findings to improve care.