Background to this inspection
Updated
31 August 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes, flats and specialist housing.
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 48 hours’ notice of the inspection. This was because it is a domiciliary service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
The inspection activity started on 25 July 2019 and ended on 1 August 2019. We visited the office on both days.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We reviewed the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used this information to plan our inspection.
During the inspection
We spoke with 11 people who used the service and received feedback from six relatives about their experience of the care provided. We spoke with, or received written feedback, from 20 members of staff and the registered manager. We also received feedback from two social care professionals who worked with the service regularly.
We reviewed a range of records. This included six people’s care records and multiple medication records. We also reviewed records relating to the management of the service, including policies and procedures, complaints and satisfaction surveys.
Updated
31 August 2019
About the service
Agincare UK Dorchester is a domiciliary care service that provides support and personal care to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection 67 people were receiving support with personal care.
People’s experience of using this service and what we found
People told us they felt the care they received made them feel safe and they were confident they were well looked after. Staff understood their roles and responsibilities in keeping people safe from harm.
Risks to people had been assessed and once identified these risks were usually managed safely by competent staff. There were robust systems in place to ensure people’s medicines were managed safely in ways that suited their lives. Staff supported people to access any equipment they needed to ensure their homes remained safe.
Sufficient numbers of suitably qualified and skilled staff were deployed to meet people’s individual needs. Staff received training and support to enable them to carry out their role safely and effectively. People told us they received the right care and support from staff who were well trained and knew them well. People also told us staff usually arrived on time.
People received personalised care as described in their care plans. People told us they received the help they needed and that staff were kind and caring and always treated then with respect.
Care plans identified the outcomes that mattered to people and how they were to be met. People received the support they needed to maintain good food and drink intake and access to healthcare was supported.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People and family members knew how to make a complaint and were confident their complaint would be listened to and acted upon.
People and family members spoke positively about the management of the service and described the registered manager and staff as approachable. Staff felt supported in their role and were committed to delivering the person-centred care and approach encouraged by the registered manager and provider. Effective quality assurance systems were in place to monitor key aspects of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (report published 6 January 2017)
Why we inspected
This was a planned inspection scheduled in line with the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.