ISSAC

Updated 3 March 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 one 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.

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 a short period 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 31 January 2020 and ended on 14 February 2020. We visited the office location on 11 and 14 February 2020.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We also contacted 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 all of this information to plan our inspection.

During the inspection

We contacted eight people and five relatives via the telephone. We spoke with the registered manager, quality and compliance manager, care coordinator and the human resources and finance coordinator. We contacted 16 staff by email and received a response from nine care workers about what it was like to work at the service.

We looked at two people’s care plans and recruitment checks for three staff members. We also reviewed training and supervision records, medicines administration records and records relating to the management of the service.

We emailed seven health and social care professionals for their feedback.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found.

Updated 3 March 2020

About the service

ISSAC [Independent Specialist Support and Care] provides personal care to people living in their own homes. They supported both older and younger adults and those with a learning disability. At the time of our inspection, the service supported 30 people.

Not 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.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

People and relatives spoke positively about the service and the care provided. One person told us, “I would recommend this company 100% without a shadow of a doubt.” We also received positive feedback from health and social care professionals. One health and social care professional stated, “Communication is key, and I couldn’t expect any more from this provider. I literally have no negative feedback to report…All experiences involving myself and this provider have been great and feedback from clients also reflect their great work.”

People told us they felt safe with the staff who came into their homes. This was confirmed by relatives. One relative said, “I feel comfortable in leaving my husband with the carers.”

There were enough staff deployed to meet people’s needs. People and relatives said us that care and support was provided by a consistent team of staff. Medicines were managed safely.

People were supported to eat and drink enough to maintain their health and wellbeing. Where required, staff assisted people to access healthcare services and receive ongoing healthcare support.

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 and relatives spoke positively about the care provided. Comments included, “The carers are fantastic – excellent. They helped me pack up for my move which was great” and “I have no worries, they ask my mother what she wants. They have got to know her. They are absolutely brilliant, I couldn't ask for better.”

People received personalised care which reflected their needs and preferences. People had a care plan in place which informed staff how to provide person centred care. Review meetings were carried out to check if any changes needed to be made to people’s plan of care.

A complaints procedure was in place. Audits and spot checks were carried out to monitor the quality and safety of the service.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

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 19 February 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection programme.

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.