Hazelcare Head Office

Updated 10 July 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 one inspector.

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 period of notice of the inspection. This was because we needed to be sure that the registered manager or provider would be in the office to support the inspection.

Inspection activity started on 9 June 2021 and ended on 15 June 2021. We visited the office location on 9 June 2021.

What we did before the inspection

Before the inspection we reviewed information we had received about the service since the last inspection. We reviewed CQC notifications. Notifications describe events that happen in the service that the provider is legally required to tell us about.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with five people who used the service or their relatives about their experience of the care provided. We received feedback from two professionals who had contact with the service. We spoke with six members of staff, including the registered manager. Their comments have been incorporated into this report.

We reviewed a range of records relating to the management of the service. This included four people’s care records and medication records. We looked at four staff files in relation to recruitment and staff support. We reviewed records relating to the management of the service, including policies and procedures and audits.

We considered all this information to help us to make a judgement about the service.

Updated 10 July 2021

About the service

Hazelcare Limited is a domiciliary care agency. It provides personal care and support to people who live in their own homes. At the time of the inspection, the service was providing support to 24 people with a range of physical and mental health care needs.

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 their relatives felt safe with the staff who supported them. Systems and processes were in place to safeguard people from the risk of abuse. Where risks had been identified, assessments were in place and regularly reviewed to ensure they could be managed. The provider had managed risks effectively during the recent coronavirus pandemic.

Staff were safely recruited, and enough staff were in place to support people. New packages of care were not taken on if the provider did not feel able to provide safe, high quality support. Staff received induction, training and support, and were competent in carrying out their role.

People’s needs and preferences were assessed before they started to receive support from Hazelcare Limited. They only received care with their consent. Assessments were recorded and regularly reviewed. This supported staff to deliver care in line with standards and guidance to meet people’s needs.

People were well supported by staff, and people and their relatives were positive about the support they received. Staff were enthusiastic about providing personalised care which met people’s needs. Staff knew people well and understood and respected their routines, needs, likes and dislikes. Care plans provided information about people’s preferences and wishes. Staff could access care plans at any time to ensure they were able to provide person centred support.

People were positive about the care and support they received from Hazelcare Limited. Staff were positive and proud to work for the organisation; they made efforts to empower people and achieve good outcomes for them. The values of the organisation were reflected in the feedback we received from staff, people who used the service and their relatives.

The service was organised and well run. People, their relatives and staff were positive overall about the registered manager and senior staff team. This team provided support, monitoring and guidance to maintain high standards.

The registered manager and staff team were open and transparent and keen to continue to improve and develop the service. They felt they had a good working relationship with other professionals and agencies to make sure people received the care and support they needed

Robust systems were in place to monitor the quality of the service provided and actions were taken when shortfalls were identified. This helped to ensure people were always supported in a way which reflected current best practice and guidance.

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.

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 30 April 2019 and this was the first inspection.

Why we inspected

This was a planned inspection to check whether the provider was meeting legal requirements and regulations, and to provide a rating for the service as directed by the Care Act 2014.

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.