Background to this inspection
Updated
4 May 2016
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
The inspection to the office took place on 11 March 2016 and we telephoned people who used the service on 15 and 16 March 2016. The provider was given 48 hours’ notice of our visit because the location provides a domiciliary care service so we needed to be sure that someone would be available at the office.
Two inspectors visited the office and also visited the homes of two people who use the service.
Prior to the inspection we spoke with the local authority safeguarding team, commissioners and reviewed the information we held about the service. Before our inspection we asked the provider to complete a 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. The PIR was returned within the required timescales.
We telephoned seven people who used the service and spoke with either themselves or their relative. We spoke with four members of care staff and the acting manager. We looked at four people’s care records and other documentation relating to the management of the service such as policies and procedures.
Updated
4 May 2016
The inspection to the office took place on 11 March 2016 and we telephoned people who used the service on 15 and 16 March 2016. The provider was given 48 hours’ notice of our visit because the location provides a domiciliary care service so we needed to be sure that someone would be available at the office.
This was the first inspection of this service since it's registration with the Care Quality Commission (CQC) in June 2014.
Two inspectors visited the office and visited the homes of two people who use the service. We spoke with a further seven service users, or their relative, on the telephone.
North West Community Services (Greater Manchester) Ltd provides domiciliary care services to people throughout Todmorden and other areas within Calderdale. The office for this service is based in the centre of Todmorden. The service provides people with personal care and support to enable them to live in their own homes. Most people who used the service at the time of our inspection were older people. At the time of our inspection there were 56 people using the service.
The person previously registered as manager for the service had deregistered with the Care Quality Commission in February 2016. However, a new person had been appointed and intended to apply to CQC for registered manager status. A registered manager is a person who has registered with the Care Quality Commission 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.
Systems were in place to make sure people who used the service were safe. People's needs were assessed and plans were put in place to mitigate any risks associated with the delivery of their care.
Staff understood their responsibilities in keeping people safe and people who used the service were provided with information about their right to be safe and how to recognise and report any signs of abuse.
Staffing levels were determined by the number of people using the service and their needs. New care packages were only accepted if suitable care workers were available.
Accidents and incidents were recorded and monitored.
Procedures were in place to make sure medicines were managed safely and people received their medicines as prescribed and at the right time.
Staff were recruited safely and received comprehensive induction, training and support to make sure they had the knowledge and skills they needed to deliver care and support to people in their own homes.
People who used the service told us staff were kind, caring and attentive. They told us staff gave explanations and sought their consent before providing care and support.
Staff understood how to maintain people's privacy and dignity and gave examples of how they did this.
People who used the service and their relatives told us the service had responded quickly and effectively to their changing needs or when problems had arisen. Concerns or complaints about the service were managed well and responded to in a timely manner.
Care plans were person centred and included full details of people's lifestyles, needs and preferences. However care plans were not always available in people's homes. People told us staff understood their needs well and provided the support they needed.
Systems were in place to audit the quality of service provided. Views of people who used the service and staff were sought and action plans put in place to address any issues or to make any necessary improvements.
Staff and people who used the service provided positive feedback about the acting manager and other staff working in the office.