Shine Care Limited North East Office

Updated 31 August 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

The inspection team consisted of two inspectors. One inspector visited the head office in Wakefield to review documentation and meet the registered manager, and the other inspector visited two people receiving support from the service in Newcastle.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and respite accommodation.

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 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 24 June 2019 and ended on 11 July 2019. We visited the office location on 24 June 2019.

What we did before the inspection

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 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. We used all of this information to plan our inspection.

During the inspection

We observed two people who used the service. We spoke with six members of staff including the provider, registered manager, training manager and three support workers.

We reviewed a range of records. This included two people’s care records and medication records. We looked at four 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.

Updated 31 August 2019

Shine Oncare is a domiciliary care agency providing personal care support to eight 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.

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

People were safe as staff were knowledgeable and aware of people’s individual needs. All staff could identify signs of possible abuse and neglect and knew how to report such concerns. Risk was managed on an individualised basis and assessments provided staff with clear guidance.

Staff were carefully chosen by the registered manager based on their skills and experience and provided consistent care teams for people. However, the recruitment checks needed to be more thorough and the registered manager agreed to implement this. Staff were supported through regular supervision and training and had experienced mentors.

Medication was administered safely and staff had their competency checked. Infection control practice was effective and staff displayed a good understanding of all measures needed to reduce the likelihood of harm.

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. The service was person-centred and all support was based on detailed, multi-disciplinary assessments.

Care documentation was informative and assisted staff to care for people safely and to ensure people developed their skills and independence as much as possible. There was good evidence of working with other groups to ensure people had the widest opportunities.

Staff felt supported and the registered manager was very knowledgeable. The provider offered regular support through recognising achievements. The service had developed by considering each person’s merits and this vision continued with staff. There was strong culture of listening and adapting the service based on people’s needs and wishes. Staff felt able to share their ideas and these were implemented wherever possible.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection – Good (report published 8 December 2016)

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.