Background to this inspection
Updated
3 August 2019
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 Care Act 2014.
Inspection team
The inspection was carried out by two inspectors and an Expert by Experience made telephone calls to people. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
We gave the service 48 hours’ 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.
What we did before the inspection
We reviewed information we had received about the service from the provider since the last inspection, such as notifications which the service is legally required to send us. We received feedback from the local authority. We used the information the provider sent us in the provider information return. This is information we require providers to send us, when requested, 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
We telephoned six people who used the service. We spoke with six members of staff including the registered manager, administrator and care workers and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included two people’s care records and two medication records. We looked at two staff files in relation to recruitment and three for training and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We received feedback from three professionals and sought clarification from the registered manager to discuss the information provided.
Updated
3 August 2019
About the service
Outcome Care and Support is a domiciliary agency providing personal care to people who live in their own homes in and around the area of Ludlow. At the time of the inspection the service supported 25 people, both older and younger.
Not everyone who used the service received personal care. 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.
People’s experience of using this service and what we found
People received safe care. They were supported by a consistent team of staff who were familiar with their needs. Information was in place to guide staff about the support people required in relation to any identified risks and staff were confident in reporting any concerns.
We have made a recommendation about the recording of ‘as and when needed’ medicines.
Staff understood people’s communication needs and received training and support to safely fulfil their duties. People’s health and well-being was supported through good communication with health and social care professionals. A professional told us, "From my observations staff went above and beyond what was expected, which was exceptionally refreshing to see."
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.
Staff understood the importance of upholding people’s privacy and dignity. People were complimentary about the staff. For example, one person told us, “The staff are very caring. I would recommend the company to anyone.”
People received person-centred support. Care plans provided important information about the person’s needs and preferences. People were the decision makers in their care and the care was flexible, to meet their wishes.
The management team were approachable and maintained contact with people to ensure they addressed any issues or concerns. Audits and checks of the service had been effective in addressing issues of quality and areas for improvement. The staff team felt well supported and valued in their role. People provided feedback about the quality of the service to support further development and improvement.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (report published 21 December 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.