Background to this inspection
Updated
6 February 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 was carried out by 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.
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 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 20.01.2021 and ended on 21.01.2021. We visited the office location on 21.01.2021.
What we did before the inspection
We reviewed information we had received about the service since it was registered. We sought feedback from the local authority. 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.
During the inspection
We spoke with three people who used the service and seven relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager. We reviewed a range of records. This included five 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 from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with one professional who regularly worked with the service.
Updated
6 February 2021
About the service
Delta Care Ltd- Blackpool is a domiciliary care service providing personal care to 81 people at the time of the inspection. 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 recently changed address and a notification has been submitted to the commission. This inspection took place at the new premises located at; 24 Fleetwood Road North, Thornton, FY5 4AD.
People’s experience of using this service and what we found
People and their relatives told us that the service was safe. Medicines were well managed, and staff told us they were confident giving people medicines. Staff were aware of how to identify and report safeguarding concerns. Staff followed infection control procedures, one person told us, “They always wear personal protective equipment [PPE] and have hand sanitiser hanging round their neck which they are always using.” Staff were able to tell us about the risks to people and knew how support people to minimise the risks.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible in their best interest; the policies and systems in the service supported this practice. People were involved in their care planning. One person told us, “I am completely involved in my care plan. I make all the decisions.” Staff told us that they received training and felt supported in their role. One staff member said, “I get amazing support from management I couldn’t ask for better, we are treated as individuals and get support with all aspects of life not just work.”
The service was caring. People told us that the staff treated them with kindness and respect. One person said, “My relative’s always laughing and joking with them [staff]. They’re like friends.” Staff were aware of how to protect people’s privacy and dignity and people told us that the staff did this well. People felt supported to make decisions about their daily lives.
People told us they knew how to complain and there was a policy and procedure in place. We saw that his was followed. One person told us, “I am quick to complain if there’s something that’s affecting my family but with Delta Care we just don’t have that problem.” Staff had received training in end of life care. Staff supported people to go out shopping and attend appointments when they needed to. Staff were aware of people’s communication needs and how best to support them. People told us the service is flexible and responsive to their needs. One person said, “When I called the office to ask for an extra call … it was arranged within twenty minutes.”
People told us the service was well managed. One professional told us, “They are one of the most uplifting providers we have the pleasure of speaking with... they have been a shining example of positivity through this crisis.” Staff told us they received staff newsletters and information was shared with them. There was a positive staff culture. We found the management team receptive to feedback and keen to improve the service. The registered manager worked with us in a positive manner and provided all the information we requested.
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 07/05/2019 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about staff training, medicines and the support people were receiving from the service. A decision was made for us to inspect and examine those risks.
We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe, effective and caring sections of this full report.
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.