Background to this inspection
Updated
24 March 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.
Inspection team
The inspection team consisted of two inspectors 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. One inspector visited the service location. To support the inspection, one inspector reviewed records and contacted those using the service and those who were working with the service, to gain their view of the care provided.
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 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 a short notice period 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 28 January 2021 and ended on 24 February 2021. We visited the office location on 04 February 2021.
What we did before the inspection
Prior to the inspection, we reviewed the information we held about the service. The provider was not asked to complete a provider information return prior to this inspection as this process had been suspended due to the pandemic. 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.
During the inspection
We spoke with five people who used the service and eight relatives about their experience of the care provided. We spoke with eleven members of staff including the registered manager, monitoring officer, medication officer and care workers.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at three 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 form the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
24 March 2021
About the service
De Vere Care Partnership - Southend on Sea is a domiciliary care agency providing personal care to people in their own homes. At the time of the inspection there were 86 people receiving care.
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.
People’s experience of using this service and what we found
People and relatives told us they felt safe with the staff. Although some people commented on the changes in the management team, they all said they were confident to raise complaints or concerns to the registered manager if required. Most people and relatives spoken with knew the name of the registered manager and told us they had visited them.
Care plans reflected person-centred care and identified people’s needs and wishes. Risk assessments were comprehensive providing staff with clear guidance on how to mitigate risks.
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.
Staff spoke compassionately about their role and the people they cared for. People told us they were happy with the care they received, and staff were polite. Most people told us staff normally arrive on time and they have never had a missed call. When staff are going to be late, people are contacted to let them know.
Safe staff recruitment processes were followed. The necessary checks were made when new people commenced employment. Staff wore uniform and photographic identification badges.
Staff followed an induction programme and received training both online and practical face to face training. Staff told us the training was comprehensive and people said staff were competent.
The service did not have anyone receiving end of life care at the time of inspection. The registered manager had plans for staff to undertake training in end of life care and had recently developed a guidance policy.
Staff followed infection prevention and control procedures and were aware of donning and doffing of personal protective equipment (PPE). People confirmed staff wore PPE and disposed of it correctly. Staff were kept up to date with government guidelines in respect of the pandemic to ensure their practice was current.
Medicines were administrated safely, and medicine administration records showed risk assessments had been conducted and people received their medicines as prescribed. The service had a staff member dedicated to medicines management. They conducted audits and had oversight of staff performance observations and training to ensure they were competent.
The registered manager spoke positively about the service and their plans for improvements. They were aware that due to the pandemic, staff were not always allocated the same people to visit. The registered manager recognised the importance of continuity of care and told us their plans were for people to receive care from the same staff group.
The management team conducted regular audits and provided oversight of staff through spot checks, supervisions and appraisals. People and relatives’ views were monitored through telephone calls, surveys and visits by the management team.
The service worked closely with the wider professional support network including the GP, social workers and occupational therapist. The registered manager was aware of local services and would signpost people as additional support was required.
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 12 April 2019 and this is the first inspection.
The last rating for the service under the previous provider was Good (published on 31 January 2019).
Why we inspected
The inspection was prompted in part due to concerns received about the management of the service. There had been several changes in registered manager and office management. A decision was made for us to inspect and examine any risks.
We reviewed the information we held about the service. We are satisfied the management is stable under the leadership of the current registered manager.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for De Vere Care Partnership – Southend on Sea on our website at www.cqc.org.uk.
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.