Background to this inspection
Updated
6 December 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by an inspector, an assistant inspector 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 houses and flats.
The service did not have a manager registered with the Care Quality Commission. An application for a registered manager had been received and we are currently assessing this application. This means that currently the nominated individual is 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 manager would be available to support the inspection. The inspection was completed in one day.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included checking incidents the provider must notify us about, such as serious injuries and abuse. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
On this occasion, we had not asked the provider to send us a provider Information return (PIR). A PIR is a form that asks the provider to give some key information about the service. This includes what the service does well and improvements they plan to make. However, we offered the provider the opportunity to share information they felt was relevant.
During the inspection
We spoke with 10 people who used the service and one relative. We asked them about the quality of the care they received. We also spoke with three care staff, a care co-ordinator, care manager, regional manager and director of care.
We reviewed a range of records. This included all or parts of records relating to the care of 11 people as well a range of staff files. We also viewed training and supervision records and records relating to the safety and management of the service.
After the inspection
We asked the director to provide us with a variety of policies and procedures and additional information. All information was sent within the required timeframe. We used all this information to help form our judgements detailed within this report.
Updated
6 December 2019
About the service: Radcliffe Home Help Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It currently provides a service to older adults. At the time of the inspection, 71 people were receiving support with personal care.
People’s experience of using this service:
The risks to people’s health and safety were assessed and used to reduce risk. Some risk assessments were brief in detail and action was being taken to address this. People felt safe when staff supported them. Staff followed company policy by ensuring all concerns about people’s safety were reported and referred to the authorities where needed. Some people raised concerns about staff arrival times; however, when records were reviewed we found most calls were attended within 30 minutes of the agreed time.
People’s medicines were managed safely. People felt staff understood how to reduce the risk of the spread of infection. There were clear processes in place for continued learning to ensure people received safe care and support.
People’s needs were assessed prior to them starting with the service. Action had been taken to ensure that recognised best practice guidance was used to inform staff about some health conditions. Staff were well trained and had their competency to carry out their role regularly assessed.
People who needed support with their meals received appropriate support from staff. People had access to other health and social care agencies where needed. 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. We did note that some mental capacity assessments were not decision specific and action was being taken to address this.
People praised the approach of the staff and they had formed positive relationships with them. People were treated with dignity and respect and people found staff to be kind and caring. People were supported to make decisions about their care needs and staff respected their wishes. People’s records were stored securely to protect their privacy.
People’s care was provided in their preferred way. Staff understood people’s preferences and enabled people to make choices about their care. People were encouraged to attend groups to reduce the risk of social isolation. People had access to information in a format they could understand. Complaints were handled appropriately and in-line with the provider’s complaints policy. People did not currently receive end of life care.
People were overall satisfied with the standard of the care provided, with many stating they would recommend this service to others. Staff had a good understanding of people’s needs. They enjoyed their role and looked forward to a period of stability when the new manager was appointed. People’s views were welcomed and valued, and action was taken to address any concerns. Quality assurance processes were in place to continually assess the standard of the care provided.
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 15 October 2018 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.