Background to this inspection
Updated
20 August 2021
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.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
Inspection team
This inspection was carried out by two inspectors, an interpreter fluent in Tamil and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
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 we needed to be sure that the registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. 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.
During the inspection
We visited the office location on 19 July 2021 and spoke with the registered manager, the case co-ordinator and the provider’s IT administrator. We made calls to one person and six relatives. We also contacted six staff members for feedback about the service provision. We reviewed seven care plans and three staff records. We looked at how the provider managed medicines and examined audits in relation to the quality of care.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at staff training data and quality assurance records. We also received feedback from one healthcare professional.
Updated
20 August 2021
About the service
Happy Family Care Services is a domiciliary care agency. It provides personal care to people living in their own homes. This service specialises in supporting people of South Asian ethnicity. At the time of our inspection they were providing care to 11 people who lived at home.
People’s experience of using this service and what we found
Staff’s understanding of the Mental Capacity Act (2005) and the support people required to protect their dignity was limited which put people’s safety at risk.
Quality assurance processes in place to monitor staff’s knowledge and skills were not always effective to ensure good care delivery. Records for spot checks did not include medicines observations. We made recommendations about this.
People and their family members were happy with the care delivery. They found staff attentive and caring. Staff provided choices to people and helped them to improve their independence where possible.
Risk assessments associated with people’s everyday lives were identified and assessed to ensure safe care delivery. People had support to take their medicines as prescribed. Staff understood the process of safeguarding people and followed safe infection control practices.
People had support from staff to contact the healthcare professionals when they needed it. Staff helped people to meet their nutritional needs when family members were not around to assist them. People’s care needs were assessed and reviewed to meet their changing circumstances and health needs.
People’s care plans were individualised and reflected people’s choices and preferences. Information was shared with people via translated documents to ensure their involvement in the care delivery. End of life care was only discussed where people felt comfortable to do so.
There was a stable management team in place with shared responsibilities to support the staff on the job. The registered manager had developed good relationships with the families which helped to address concerns when things went wrong.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at the last inspection
The last overall rating for this service was requires improvement (published 25/07/2019). At this inspection we have found evidence that the provider needs to make further improvements. Please see the effective and well-led sections of this full report.
Why we inspected
This was a planned comprehensive inspection based on the previous rating.
Follow up
We will continue to monitor the service and information we receive about them. If we receive any concerning information we may inspect sooner.