The inspection took place on 12 and 13 May 2016 and was announced. The provider was given a short amount of notice because the location was a domiciliary care agency and we needed to be sure that someone would be present in the office. N C Homecare provides a personal care service to people living in their own home. On the day of the inspection 44 people were using the service. The service had a registered manager in post. 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.
During the inspection, office staff were friendly and relaxed. Information we requested was supplied promptly, records were clear, easy to follow and detailed. People, relatives and staff all spoke positively about the service. Comments included, “I have complete trust in all the staff”, “I feel very confident about the service and I trust all the staff with my Mum” and “It is an excellent service”.
People valued their relationships with staff. People said they felt really well cared for. One person said, “The staff never forget anything”. A relative commented, “I am very happy with the service, all the staff are lovely and all very different”.
People were supported by staff that encouraged them to remain as independent as possible. Staff knew how to respect people’s privacy and dignity.
People told us they felt safe. Staff had undertaken training on safeguarding adults from abuse, and put their knowledge into practice. Where staff had raised alerts the registered provider managed the concerns promptly and where required, conducted thorough investigations to protect people. People were protected by the registered provider’s safe recruitment practices. Staff underwent the necessary checks before they started their employment to determine their suitability to work with vulnerable adults.
People were supported by staff that had received the training they needed to meet people’s needs. Staff put their training into practice and delivered good care.
People and relatives were involved in identifying their needs and how they would like to be supported. People’s preferences were sought and respected. People told us staff provided consistent personalised care and support. Staff responded quickly to changes in people’s needs, and they communicated changes to those that needed to know.
Risks to people were anticipated, identified and monitored. Staff managed risks effectively and actively supported people’s decisions, so they had as much control and independence as possible. Risks were regularly reviewed and updated promptly following any change in a person’s needs.
People knew how to raise concerns and make complaints. People and their relatives who had raised
concerns confirmed they had been dealt with promptly and satisfactorily.
Staff described the management as very open, supportive and approachable. Staff spoke positively about their jobs and were highly motivated.
There were effective quality assurance systems in place. Action was taken to address areas where practice could be enhanced, and as a result, changes had been made to help ensure the service moved forward and continually improved.