Divine Intervention Home Care Limited

Updated 28 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 an inspector. An assistant inspector also attended as part of their shadowing experience.

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.

Inspection activity started on 11 March 2020 and ended on 12 March 2020. We visited the office location on 11 March 2020.

What we did before inspection

We reviewed information we had received about the service. 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 three people who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the provider, registered manager, and care workers.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three 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 28 April 2020

About the service

Divine Intervention Home care limited is a domiciliary care agency providing personal care to 11 people at the time of the inspection. 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 provider carried out audits of the service, however some improvements were required in order to make them more robust. Risk assessments did not always give clear guidance for staff to follow and some clearer recording of medicines was required. The provider was responsive to our feedback and following the inspection improved their systems.

People told us they felt safe and received their medicines as prescribed. Staff had received training in safeguarding and knew how to keep people safe. People received consistent care from a small group of staff in a timely manner. Staff followed infection control guidance and had access to personal protective equipment.

Staff were well trained and supported to provide the best possible care to people. Where people needed support to eat and drink, staff supported them to make choices and respected their views. Staff liaised with other health care professionals to ensure people’s safety and to meet their health needs.

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 did not always support this practice and recording of best interest decisions needed to be completed.

Everyone we spoke with were positive about the caring nature of the staff and said they would recommend the service to others. People told us they were treated with dignity and staff made them feel at ease and confident to receive care. Staff supported people’s independence where possible.

People were included in care plan reviews and staff supported people to make choices about their care. The provider had a complaints process and people felt confident to raise any concerns. Records held personalised information about people and staff knew people's preferences with regards to their care.

People and relatives spoke highly of the registered manager and staff team. People received opportunities to share their views about the service they received. Staff felt the management team were supportive and approachable.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 20 April 2017 and this is the first inspection.

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.