Background to this inspection
Updated
2 September 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was completed by two inspectors 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
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This service also provides care and support to people living in three individual ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This service also provides care and support to a few people living in individual ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
During the inspection we spoke with three people who use the service and seven relatives for their experience. We spoke with the registered manager, operations director and twelve care staff, this included two senior care staff and the deputy manager. Following the site visit we spoke with the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with the compliance head of care manager.
Updated
2 September 2022
Valland Care and Support - Leicestershire & Warwickshire provides care to people living in their own homes and in supported living settings. 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, 42 people were receiving personal care.
People’s experience of using this service and what we found
Staff recruitment checks had not been fully robust. Not all expected checks on staff’s employment history and references had been completed. Action was being taken by the provider to address this.
The provider's governance systems and procedures in how quality and safety were assessed, monitored, and managed found inconsistencies. Improvements were required with staff support. Audits and checks had not been consistently completed at regular intervals the provider had identified as required. Guidance for staff about how to meet people's individual care needs found some information was insufficiently detailed or contradictory.
People and relatives spoke positively about their experience of the service. Staff provided consistent care that was largely provided on time and staff were unrushed. Staff were described as caring, compassionate and provided safe care that was dignified and respectful.
Local authority commissioners reported the provider was working with them to make improvements, further time was required for these to become fully embedded and sustained. The provider had an action plan and was developing their management team to support the service to drive improvements.
Improvements were being made to staff training. Incidents, accidents and complaints were investigated. Action was taken to learn and make improvements and risks mitigated.
People were involved in their assessment, development and ongoing reviews of their care. The management team completed spot checks, monthly welfare calls and invited people to complete feedback surveys to share their experience.
People were provided with support with their dietary needs and to keep hydrated. 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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 3 November 2021 and changed office address on 6 July 2022 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about staff behaviour. A decision was made for us to inspect and examine those risks.
Where we found some shortfalls, the provider was taking some action to make improvements.
We have found evidence that the provider needs to make improvements. Please see the Safe, Effective and Well-led sections of this full report.
You can see what action we have asked the provider to take at the end of this full report.
We have identified one breach in relation to governance of the service at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.