Background to this inspection
Updated
10 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. 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
This inspection was carried out by two inspectors and one 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 and specialist housing.
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 provider or registered manager would be in the office to support the inspection.
Inspection activity started on 23 October and ended on 25 October. We visited the office location on 23 and 24 October.
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 took this into account when we inspected the service and made the judgements in this report.
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. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with eight people who used the service and 12 relatives about their experience of the care provided. We spoke with eleven members of staff including the registered manager and care workers.
We reviewed a range of records. This included nine people’s care records and medication records. We looked at ten 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
10 December 2019
About the service
Chosen Care Group is a domiciliary care agency that provides personal care to people living in their own homes. At the time of our inspection the service was supporting 162 people.
People’s experience of using this service and what we found
Systems were in place, including risk assessments to keep people safe. Recruitment practices were robust, and mostly people received consistent care in a timely manner. There were systems in place to make sure people received their medicines safely and to protect them from the risk of infection. The service analysed accidents and incidents to prevent reoccurrence and keep people safe and well.
Staff were supported through training and supervisions to provide effective care and support. People were supported to have their nutritional needs met and the service worked well with other health and social care professionals to provide holistic care and support and keep people well. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People had mixed feelings about how caring the service was, but they told us they were involved in their care package. People felt they were encouraged to be as independent as possible. Care plans did not initially reflect people’s needs relating to equality and diversity. Following the inspection, the service updated people's care plans to ensure equality and diversity was considered. We made a recommendation to ensure staff did not use their mobile phones in people’s homes.
People received individualised care that met their needs. Information was provided to people in an
accessible format. Mostly, people told us they felt able to make a complaint and were confident that complaints would be listened to and acted on. People received responsive end of life care; following the inspection the service advised they would update their paperwork to ensure end of life care was discussed when care packages started.
Mostly people, relatives and staff spoke positively about how the service was managed. There were systems in place to manage and monitor the quality of the service provided. The management team had regular contact with people using the service and staff. They welcomed suggestions on how they could develop the service and make improvements. The registered manager liaised with other health and social care professionals to ensure a high-quality service was being delivered.
Rating at last inspection
The last rating for this service was good (published 26 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.