Carewatch (Sheffield)

Updated 18 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, 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 carried out by an adult social care inspector

Service and service type:

Carewatch (Sheffield) is a domiciliary care agency. It provides personal care to people living in their own homes. People's care and housing are provided under separate contractual agreements. 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. The vast majority of people supported by the service were assisted with personal care tasks.

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 two working days’ notice of the inspection visit because we needed to be sure that the registered manager would be available

Inspection activity started on 24 April and ended on 7 May 2019. We visited the office location on 24 April 2019 to see the registered manager and to review care records and policies and procedures, and from 25 April to 7 May we carried out telephone interviews of staff, people using the service and their relatives.

What we did:

We reviewed notifications we received from the service and reviewed information we received prior to the inspection from people using the service, their relatives and care staff.

We 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.

We looked at seven people’s care records. Records of accidents, incidents and complaints. We checked records relating to the management of the service and spoke with 19 people using the service, one person’s relative, ten members of staff and the registered manager.

Updated 18 May 2019

About the service:

Carewatch (Sheffield) is a domiciliary care agency providing personal care to people in their own homes. At the time of this inspection it was providing services to around 300 people.

People’s experience of using this service:

We found that people received a good service. The provider ensured care was delivered in a safe way, and had systems in place to monitor the care provided. People told us they received a good standard of care, and told us the staff were kind and respectful. Every person we spoke with told us staff were caring in their approach, and told us they felt their needs were understood. One person’s relative told us: “Yes, make [my relative] laugh. Which is a task in its self.”

People reported very little experience of their care calls being missed, although some told us they weren’t always at the times they would prefer. On the whole people told us if staff were running late they would be informed about this, but a small number told us they didn’t receive this communication.

People told us they felt the staff were caring. They told us they got on well with staff. They all described their relationship with staff as positive, and explained that having a consistent staff team was important to them. They said with the exception of sickness and holidays the provider was usually able to ensure that people received care from a small, consistent staff team.

Staff received training which was relevant to their roles. Staff we spoke with told us the training was plentiful and appropriate to their roles. A lot of training was provided in house, which meant it could be tailored to the needs of people using the service.

People’s needs and risks to their safety were assessed, and detailed plans of care drawn up. People told us they felt safe and staff had been trained to recognise and report suspected abuse. A complaints procedure was in place and any complaints were taken seriously and investigated appropriately.

People were supported in maintaining good health, and staff liaised with external healthcare providers where appropriate to ensure that care was provided in a way that met people’s needs.

Systems were in place to monitor the quality of care provided and further areas were being developed. People were predominantly positive about the care provider and management team and said they were approachable and supportive. One person said: “The task is really difficult, staff joining and leaving, and for what they have to do, they do a good job”

More information is in the full report

Rating at last inspection:

Good. The report was published in October 2016

Why we inspected:

This was a scheduled inspection based on the last rating.

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.