We undertook an announced inspection on 8 November 2016. We gave the provider 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. Albury Care Limited provides domiciliary and live in care to people in the community. At the time of our inspection 12 people were receiving 24 hour live in care and support with their personal care. In addition, 12 people were receiving a domiciliary care service. Of the 12 people receiving a domiciliary care services, four people were supported with their personal care.
A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 did not have a registered manager. The current manager had been in post since August 2016 and had applied to be the registered manager. The CQC registration team were undertaking a fit persons’ interview two days after our inspection to formally assess their suitability.
At our previous inspection on 4 December 2013 the service was in breach of the Health and Social Care Act 2008 (regulated activities) 2010 regulation relating to care records. At this inspection we found that whilst improvements had been made there were still areas requiring improvement. Some care records still lacked detail and were not regularly reviewed to ensure they were accurate and up to date.
In addition the provider did not have robust procedures in place to review key performance information to identify trends and areas requiring improvement in regards to complaints, incidents and accidents. A formal process was not in place to spot check staff’s performance and check on the quality of care delivery.
At our previous inspection we identified the provider’s training records was not kept up to date. At this inspection the training records had been updated but showed that staff were not up to date with their training requirements and had not completed the provider’s mandatory refresher courses.
The provider was in breach of the legal requirements relating to staffing and good governance. You can see what action we have asked the provider to take at the back of this report.
Improvements had been to made to review risks to people’s safety and ensure appropriate management plans were in place. Staff supported people to manage and mitigate the risks to their safety and welfare.
Staff had updated records relating to medicines management. We saw that accurate medicines administration records were maintained and people confirmed they received the support they required to ensure they received their medicines.
There were sufficient staff to meet people’s needs. The manager arranged the staff rota to ensure people received support from the same care staff to enable consistency in service delivery. The manager matched staff and people to ensure they were comfortable with each other and were able to build a good rapport.
Staff provided people with the support they required. This included their personal care as well as with nutritional and healthcare needs. Staff liaised with people’s relatives and the other healthcare professionals involved in their care if they had concerns about a person’s health.
Staff involved people in decisions about their care and undertook care in line with people’s preferences. Staff adhered to the Mental Capacity Act’s 2005 code of practice and people consented to care delivery. Where people were unable to consent to their care the manager involved legally nominated persons to make best interests’ decisions on the person’s behalf.
There were processes in place to obtain feedback from people and their relatives. The manager had recently sent satisfaction questionnaires to people to obtain their views and opinions on service delivery. There was a process in place to investigate and respond to complaints. Some people were unsure of the formal complaints process but felt comfortable speaking with staff if they had any concerns.
There was a new management team in place providing leadership at the service. Staff felt comfortable speaking with and approaching the new manager for advice or if they had any concerns. The manager was recently in post and was in the process of making improvements to service delivery. They were aware of the legal requirements and were in the process of making the necessary changes to meet those.