Archived: Suffolk Coastal Home Care Service Home First

Updated 26 February 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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.

This announced comprehensive inspection was carried out on 16 and 17 January 2019. The inspection activity started on 16 January 2019 and ended 17 January 2019, and was undertaken by one inspector. On 16 January 2019, we spoke with three people who used the service, three relatives and one health care professional on the telephone. This was to gain their views about the service provided. On 17 January 2019, we visited the office and spoke with the two registered managers, four support workers, who the service referred to as reablement support workers, and two staff who were responsible for organising the visits to people. We reviewed five people’s care records, records relating to the management of the service, training records, and the recruitment records of two new support workers. We also spoke with one person who used the service and two relatives on the telephone.

We reviewed information we held about the service, including notifications we received from the service. Notifications are required by law which tells us about important events and incidents and the actions taken by the service. We also reviewed information sent to us from other stakeholders for example the local authority and members of the public.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

Updated 26 February 2019

Suffolk Coastal Home Care Service Home First provides an assessment and reablement service to people who require personal care, help with daily living activities and other practical tasks. This can include people who have not had care services before, who require care following discharge from hospital or whose care needs have recently changed. The service works alongside other agencies such as health and external care providers usually for the short term period of up to six weeks encouraging people to develop the confidence and skills to carry out these activities themselves and continue to live at home. People may be supported for a longer period of time; this is assessed on people’s individual needs. At the time of the inspection visit on 17 January 2019, the service was providing the regulatory activity of personal care to 39 people. This was an announced inspection. The provider was given notice of this inspection to make sure that someone was available to see us.

At the service’s last inspection of 31 May 2016, this service was rated good overall and in each key question. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

There were two registered managers in post. 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.

People continued to receive a safe service. Risks to people were managed, including risks from abuse and in their daily lives. The service learned from incidents to improve practice. There were enough support workers to ensure that all planned visits for people were completed. Support workers were recruited safely. Where people required support with their medicines, staff followed safe practice. There were infection control processes to reduce the risks of cross infection.

People continued to receive an effective service. Support workers were trained to meet the needs of the people using the service. Where people required assistance with their dietary needs, this was provided. People were supported to have access to health professionals where needed. The service worked with other organisations involved in people’s care to provide consistent care. The service understood and worked to the principles of the Mental Capacity Act 2005.

People continued to receive a caring service. People had positive relationships with their support workers. Staff respected and promoted people’s dignity, privacy and independence. People’s views were listened to and valued.

People continued to receive a responsive service. People received care and support which was assessed, planned for and delivered to meet their individual needs. A complaints procedure was in place, improvements were being made around how complaints were documented. There were no people using the service who required end of their life care, but systems were in place should this be required.

People continued to receive a service which was well-led. The registered managers were knowledgeable about their roles and responsibilities in providing people with good quality care. There were systems to assess and monitor the service provided and implement improvements where required. There was an open culture and people were encouraged to share their experiences of the service and these were used to drive improvement.