Background to this inspection
Updated
26 September 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 an adult social care inspector.
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 two managers 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 we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with seven relatives of people who used the service about their experience of the care provided. We spoke with seven members of staff including the registered managers, care workers and training staff.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
26 September 2019
About the service
Pasand Care Services Limited (Home Instead Senior Care) is a domiciliary care service providing care to 80 people aged 65 and over at the time of the inspection.
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
The service had clear values which were embedded in the organisational ethos. The provider integrated the service within the local health and social care network and had been commissioned to take part in innovative initiatives to improve people’s health and social care outcomes.
The provider had an extensive outreach in the local community, providing training and education on their role in the community, as well as funding community events to improve social isolation and raise awareness of adult social care in the local area.
People received a highly detailed and holistic assessment which was used to judge which staff would be best compatible with the person so that not only would their needs be met and recorded in extensive and person-centred care plans but they could build trusting and in-depth relations with those providing care for them.
People were supported by staff who had received in depth and innovative training from dedicated training staff. Staff said there was a welcoming, positive and empowering working culture which took into account their support needs.
People’s health and wellbeing were monitored proactively by staff who ensured people received the right support from the wider health and social care network.
Relatives said people were safe in staff’s care and that there were enough staff to meet people’s needs. Staff were recruited safely.
People were cared for by kind and compassionate staff who respected people’s individual preferences.
Relatives said the complaints process was clear and their concerns were responded to appropriately.
Care plans contained good levels of person-centred information and care plans were regularly reviewed to ensure they continued to meet people’s needs.
The registered managers had good oversight of the quality of the service through the provider’s quality assurance processes.
People and their relatives were actively engaged by the provider who sought their opinions to improve the service provided.
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 last rating for this service was good (published 27 October 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.