Everycare (Isle of Wight)

Updated 13 November 2018

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 was announced; we gave the provider 48 hours’ notice of our inspection as it was a domiciliary care service and we needed to be sure key staff members would be available.

Inspection activity started on 26 September 2018 and ended 5 October 2018. It included home visits to people using the service; telephone conversations with people using the service and their relatives and telephone conversations with staff. We visited the office location on 26 September 2018 and 2 October 2018 to see the registered manager and to review care records, policies and quality assurance processes.

Before the inspection, the provider 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 any improvements they plan to make. We reviewed the information in the PIR, along with other records we held about the service including notifications. A notification is information about important events which the provider is required to tell the Care Quality Commission about by law.

During the inspection we spoke with nine people who used the service and four relatives by telephone. We visited and spoke with four people in their homes. We spoke with the registered manager, client manager and seven care staff. We looked at care records for eight people. We also reviewed records about how the service was managed, including staff training and recruitment records. Following the inspection, we received feedback from three social care professionals about the service.

Updated 13 November 2018

Everycare (Isle of Wight) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, people living with dementia, people with a mental health condition, physical and learning disabilities, sensory impairments and younger adults.

At the time of the inspection, the service was providing care and support to 79 people. Each person received a variety of care hours, depending on their level of need. The Care Quality Commission (CQC) only inspect the services being received by people provided with ‘personal care’; such as help with tasks related to personal hygiene and eating. Where this is provided, we also take into account any wider social care provided.

Inspection activity started on 26 September 2018 and ended 05 October 2018. This inspection was announced. We gave the provider 48 hours’ notice of our inspection as we needed to be sure key members of staff would be available.

There was a registered manager in place. 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.

At the previous inspection in March 2016, we rated the service as Good in all key questions areas of Safe, Effective, Caring, Responsive and Well-led. At this inspection, we found the information supported the rating of Good, with the key question of Caring which had improved to a rating of Outstanding.

Staff treated people with utmost kindness, respect, and compassion. Staff had built exceptionally positive relationships with people and knew what mattered most to them.

Staff respected people’s dignity and privacy respected at all times and took steps to promote people’s independence where possible.

The service went the extra mile to support people to maintain their interests and achieve their goals and wishes.

People felt safe with staff. People were protected from the risks of abuse and staff were trained in recognising and reporting safeguarding concerns. Safeguarding investigations were thorough and identified learning to help prevent a reoccurrence.

Individual and environmental risks to people were managed effectively. Risk assessments identified risks to people and provided clear guidance to staff on how risks should be managed and mitigated.

The service carried out robust recruitment checks before employing a new member of staff to ensure they were suitable to support people in the community.

People’s needs were met by staff who were competent, trained and supported appropriate in their role. Staff acted in the best interests of people and followed legislation designed to protect people’s rights and freedom.

People were supported to access health professionals and other specialists if they needed them. Procedures were in place to help ensure that people received consistent support when they moved between services.

The service used technology to manage and monitor people’s care within the community, and to keep in contact with people’s relatives.

People’s care was delivery in a personalised manner, in line with their preferences. Care plans contained detailed information to enable staff to provide care and support in a person-centred way.

People knew how to raise concerns, which were listened and positively responded to and were used to make further improvements.

Staff worked in partnership with healthcare professionals to support people at the end of their lives to have a comfortable, dignified and pain-free death.

There were robust quality auditing processes in place. The quality of the service was monitored and appropriate actions were taken when required.

There was a clear vision to deliver person centred care, and enable people to maintain independence in their own homes, which achieved good outcomes for people.