Background to this inspection
Updated
27 July 2017
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.
This inspection took 22 June 2017. The inspection was completed by one inspector because this was a small service.
The provider was given 48 hours’ notice of the first inspection date in order to ensure a representative of the provider was able to meet with us and provide access to records. Before the inspection we reviewed records held by CQC which included notifications, complaints and any safeguarding concerns. A notification is information about important events which the service is required to send us by law. This enabled us to ensure we were addressing potential areas of concern at the inspection.
The provider had completed 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. This information was reviewed to see if we would need to focus on any particular areas at the service.
After the inspection we contacted nine people, or their relatives. We spoke with seven staff, which included the manager and the provider. We also reviewed care and other records within the service. These included four care plans and associated records, three medicine administration records, three staff recruitment files, and the records of quality assurance checks carried out by the manager.
We also contacted Healthwatch, and commissioners of the service to see if they had any information to share about the service. This was the first inspection since the service had registered with the Care Quality Commission.
Updated
27 July 2017
Absolute Care Services Limited (Reigate) is a domiciliary care provider based in Surrey.
People who receive a service in their own homes include those living with physical frailty or memory loss due to the progression of age or illness. The agency also provides services to people living with dementia and people with mental health needs. At the time of our inspection 9 people received care and support in accordance with the regulated activity of personal care.
The inspection took place on 22 June 2017. The provider was given forty eight hours’ notice of the inspection.
There was not 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. A new manager was in post and had started the registration process to become the registered manager.
Staff had a positive and caring attitude about their jobs. People told us that they were happy with the care and support they received. One person said, “They are extremely reliable, they have never missed a visit, and they keep me informed.” All the staff we spoke with were happy in their work.
People received a safe service from Absolute Care Services Limited (Reigate). There were suitable numbers of staff who were appropriately trained to meet the needs of the people who used the service. Commencement of new care packages was balanced against the staffing levels to ensure people received the care and support when they needed it.
Risks of harm to people had been identified and clear plans and guidelines were in place to minimise these risks. Staff understood their duty should they suspect abuse was taking place, including the agencies that needed to be notified, such as the local authority safeguarding board or the police.
Staff recruitment procedures were safe. The provider had undertaken appropriate safety checks to ensure that only suitable staff were employed to support people in their own home. Staff met with their line manager on a one to one basis to discuss their work. Staff received a comprehensive induction and ongoing training, tailored to the needs of the people they supported.
Staff managed the medicines in a safe way and were trained in the safe administration of medicines.
Where people did not have the capacity to understand or consent to a decision the provider had followed the requirements of the Mental Capacity Act (2005). An appropriate assessment of people’s ability to make decisions for themselves had been completed.
People were supported to have enough to eat and drink. They received support from staff where a need had been identified. People were supported to maintain good health. The staff were kind and caring and treated people with dignity and respect. The staff knew the people they cared for as individuals.
People received the care and support as detailed in their care plans. Care plans, although basic, were based around the individual preferences of people as well as their medical, psychological and emotional needs. They gave enough detail for staff to reference if they needed to know what support was required. Care plans were in the process of being reviewed by the manager and provider to make them more person centred.
People knew how to make a complaint. When complaints had been received these had been dealt with quickly and to the satisfaction of the person who made the complaint.
The provider had effective systems in place to monitor the quality of care and support that people received. The manager had ensured that accurate records relating to the care and treatment of people and the overall management of the service were maintained.
Records for checks on health and safety, and medicines audits were all up to date. Accident and incident records were kept, and were analysed and used to improve the care provided to people.
The manager visited people in their homes, or telephoned them to give people and staff an opportunity to talk to them, and to ensure a good standard of care was being provided to people.