Background to this inspection
Updated
29 April 2020
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.
Service and service type
Transform Homecare East Surrey is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
We gave the service 48 hours’ notice of the inspection visit because we needed to be sure the provider would be available to support the inspection. Inspection activity started on 3 March 2020 and finished on 18 March 2020. We visited the office location on 6 March 2020.
What we did before the inspection
We reviewed all the information we held about the service, including data about safeguarding and statutory notifications. Statutory notifications are information about important events which the provider is required to send us by law. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with three people who received care from Transform Homecare East Surrey by telephone and visited two people in their homes. We spoke with two relatives by telephone to gain their views of the service provided. We also spoke with the provider’s compliance support officer, the registered manager and four staff members. We reviewed a range of documents about people's care and how the service was managed. We looked at five care plans, three staff files, medication administration records, risk assessments, policies and procedures and internal audits that had been completed.
After the inspection
We spoke with an additional two staff members. We reviewed additional information from the provider including audit and quality information.
Updated
29 April 2020
About the service
Transform Homecare East Surrey provides personal care to people in their own homes. 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. At the time of our inspection the service was supporting 14 people with personal care needs.
People’s experience of using this service and what we found
People were highly complementary about the personalised support they received and the kind and caring nature of staff. People were supported by small teams which meant they had the opportunity to develop meaningful relationships. Assessments were completed prior to people receiving care and people were involved in developing their care plans. People told us staff arrived promptly and stayed for the planned duration of their care call.
Staff understood their responsibilities in reporting potential safeguarding concerns and people told us they felt safe with the staff supporting them. Risks to people’s safety and well-being were managed well and any concerns responded to promptly. People received their medicines safely and in line with their prescriptions. Safe recruitment processes were in place and staff received training relevant to their roles.
People had access to health and social care professionals to support them to stay healthy. Relevant referrals were made for equipment to help people maintain their independence and safety. People’s wishes at the end of their life were explored with them. Staff had received training in this area of people’s care and took pride in the care they offered to people.
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.
People told us they would recommend the service to others and felt the registered manager and senior team were kind, responsive and organised. There was a positive culture throughout the service with shared values and goals evident. Quality systems were embedded into practice in order to ensure continuous improvement. Staff felt supported in their roles and proud of the impact they had on people’s lives.
Rating at last inspection
The last rating for this service was Good (published 22 July 2017).
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.