Background to this inspection
Updated
26 September 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. 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.
Service and service type
Icare Solutions Burnley Ltd 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
This inspection was announced. We gave the provider 48 hours’ notice, to ensure they would be available and to give them time to gain people’s consent for us to contact them for feedback.
Inspection activity started on 27 August 2019 and ended on 28 August 2019. We visited the office location on 28 August 2019.
What we did before the inspection
We reviewed information we had received about the service since their registration. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used this information to plan our inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send to us to give us 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.
The day before we visited the office, we spoke on the telephone with one person being supported by the service, three people’s relatives and one person’s friend for feedback about the service. We also spoke with four support staff.
During the inspection
We spoke with the office manager, the care support manager and the registered manager, who was also the nominated individual. The nominated individual is responsible for supervising the management of the service.
We reviewed a range of records. This included two people’s care records and medication records. We looked at one staff recruitment file and staff supervision and appraisal records. We also reviewed a variety of records related to the management of the service, including policies, procedures and audits.
After the inspection
We received updates from the provider about changes made to documentation. We contacted two community health and social care professionals for their feedback about the support provided by the service.
Updated
26 September 2019
About the service
Icare Solutions Burnley Ltd is a home care service, providing personal care and support to people in their own homes. At the time of the inspection, the service was supporting five people.
People’s experience of using this service and what we found
Staff visited people on time and stayed as long as they should. No-one had experienced any missed visits. The registered manager needed to improve recruitment processes and we have made a recommendation about this. Staff managed risks to people’s health and wellbeing appropriately. The provider’s processes for managing people’s medicines did not reflect current guidance and he made the decision during the inspection to stop providing this type of support. We have made a recommendation about any future support provided to people with their medicines.
Staff completed an induction and training which enabled them to meet people’s needs. Staff supported people to eat and drink enough and provided appropriate support with their healthcare 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 supported this practice.
People liked the staff who supported them and told us staff treated them well. They told us staff were caring, kind and respectful. Staff involved people in decisions about their care and provided them with support which reflected their diversity and what was important to them. Staff respected people's right to privacy and dignity and encouraged them to be independent when it was safe to do so.
People were supported by staff they knew. They told us staff offered them choices and provided them with individualised support that reflected their needs and preferences. Staff supported people to follow their social and cultural interests, which helped them avoid social isolation and loneliness. No formal complaints had been received by the service.
Staff were clear about their roles and responsibilities and provided care which resulted in good outcomes for people. The service worked in partnership with community agencies to ensure people received the support they needed. People, relatives and staff were happy with how the service was being managed. Staff felt valued and well supported by the registered manager and office manager. The provider had effective oversight of the service and the support staff provided to people.
For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk
Rating at last inspection
The service was registered with CQC on 24 October 2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the service’s date of registration.
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.