Background to this inspection
Updated
19 October 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
The inspection was carried out by one inspector
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
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
We gave the service one hour’s notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 07/09/2022 and ended on 09/09/2022. We visited the location’s office on 07/09.2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from professionals who worked with the service.
We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection
We spoke with two people who used the service and one relative about their experience of the care provided. In addition, we received feedback from four members of staff, and the manager. We received feedback from four professionals. We looked at a range of records. This included two people's care records, two recruitment files, training records, medication records and audits of the service.
Updated
19 October 2022
About the service
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection the agency supported 42 people with personal care needs.
People’s experience of using this service and what we found
At the inspection of the service in November 2020 we found breaches relating to the operation of the service. At this inspection we found the service had made improvement in all areas and were no longer in breach of regulations.
At the previous inspection we found the process in place for recruiting staff was not robust. At this inspection recruitment had been reviewed and all staff had the necessary checks in place to ensure they were safe to work in the health and social care sector.
At the previous inspection we found the process for managing risk was not effective. The safe management of medicines had not been assured. At this inspection we found, people’s risks had been recorded and reviewed on a regular basis. Any changes were recorded and shared with staff. Medicine systems had been reviewed and the current system ensured medicines were managed safely.
At the previous inspection we found systems to ensure consent had been sought for care and treatment were not in place. At this inspection we found actions had been taken to seek and report on consent.
At the previous inspection we found staff training and supervision was not always taking place. Some staff had not received the necessary training and updates to support them in their role. At this inspection we found action had been taken by the manager to improve this. Staff training and supervision was being monitored to ensure all staff were supported in their roles.
At the previous inspection we found there had been a lack of oversight to effectively monitor and improve the service provided. At this inspection we found the manager had taken steps to review all areas of governance and oversight to ensure systems were being monitored.
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 supported by the agency told us staff who visited them were polite, reliable and professional in their approach to their work. They said, “Can’t do without them” and “Can’t fault any on the staff”.
The service had a complaints procedure which was made available to people they supported. People we spoke with told us they knew how to make a complaint if they had any concerns. One person said, “I have raised an issue before, but it all got sorted out”.
Staff were provided with personal protective equipment to protect people and themselves from the spread of infection.
People’s relatives and staff told us management were approachable and they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to 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 and update
The provider completed an action plan after the last inspection to show what they would do and by when to improve.
At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key questions safe, effective and well led which contain those requirements.
We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.
The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.