Background to this inspection
Updated
5 November 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: This inspection was carried out by one Inspector 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.
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.
What we did: 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 six people who used the service and two relatives about their experience of the care provided. We also spoke with six members of staff including the provider, and the registered manager.
We also reviewed a range of records. This included four people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.
Updated
5 November 2019
This service is a domiciliary care agency. It provides personal care for up to 40 people living in their own houses and flats. It provides a service to older adults.
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:
Staff understood their responsibilities to keep people safe from harm, and people felt safe when receiving support. Enough staff were available to meet people’s needs, and people’s medicines were managed safely. Staff had the knowledge, skills and time to care for people in a safe and consistent manner. Robust recruitment and selection process' were in place.
Staff were trained and supported people in a personalised and effective way. Staff sought people’s consent before giving care and support. 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 were encouraged to live as full a life as possible and achieve the best possible outcomes that included understanding, control, choice and independence. Staff had formed positive relationships with the people they supported and looked for ways to make them feel valued.
Staff knew people well and used this knowledge to care for them and support them to achieve their goals. Staff were considerate of people's feelings and treated people with the utmost respect and dignity.
People spoke positively about staff and said they were treated with dignity and respect. Staff continued to work at people’s pace and supported them to maintain their independence for as long as possible.
Staff had a good understanding of people's needs and provided person centred care which put people at the heart of the service. They continued to find ways of supporting people to have a good quality of life. People told us the service was flexible and based on their personal wishes and preferences. Where there were changes in people’s needs, these were addressed quickly and without any difficulties.
People were actively encouraged to give their views and raise concerns or complaints. People’s feedback was valued, and people felt that they could raise issues in the knowledge that they would be listened to and swift action would be taken.
Staff understood the importance of supporting people to live life to the full whilst they were fit and able to do so. They also understood that supporting people at the end of their life was equally important. End of life care plans included people's wishes to ensure their passing was as comfortable, and as peaceful as possible.
People benefitted from a service that had a dedicated registered manager whose experience and qualifications were used to support people to lead full and meaningful lives. People's views were sought out and acted upon. Robust quality assurance processes were in place to ensure the safety, high quality, and effectiveness of the service.
People had confidence in the management of the service which worked effectively to ensure people’s needs were met. The management promoted strong values which were embedded in the service. Robust systems were in place to seek the views of people who used the service and check the quality of the service. Spot checks, care planning review meetings and audits were carried out on a regular basis.
The management team and staff continued to find ways to improve the service and remain driven by their passion for caring for people, including those with dementia.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection (and update) – The last rating for this service was Good (29 March 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.