Direct Care Support Head Office

Updated 27 January 2022

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 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 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 before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service.

The provider was 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, five relatives, the registered manager, and three support staff.

We reviewed a range of records. These included three people’s care records, a variety of records relating to the management of the service, including audits and procedures.

After the inspection

We continued to seek clarification from the provider to corroborate evidence found. We looked at audits, care plans, reports and policies.

Updated 27 January 2022

About the service

Direct Care Support Head Office provides personal care to people living in their own home. 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. At the time of the inspection the service was supporting nine people and eight were receiving personal care.

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

We received positive feedback from people who told us they were happy with the support they received from Direct Care Support Head Office. People received person-centred care and staff knew people well.

People received person centred care and had care plans in place to reflect their preferences and needs. People told us staff were respectful and kind.

Peoples health and well-being needs were supported from the staff team who with the registered manager worked in partnership with other healthcare professionals. There were systems in place for communicating with people, their relatives and staff to ensure they were fully involved.

Medicines were managed well, safely administered and recorded accurately. Individualised risk assessments were in place. Staff were confident they would raise concerns to safeguard people. Robust recruitment and selection procedures ensured suitable staff were employed.

All essential visitors to the office had to wear appropriate personal protective equipment (PPE). In addition, complete NHS Track and Trace information, and provide evidence of a negative Covid-19 test. Staff completed online training which included putting on and taking off PPE, hand hygiene and other Covid-19 related training. Additional competency checks and spot checks were carried out by the registered manager with all staff regarding safe use of PPE.

People were supported in a personalised way by staff lead by a family friendly ethos from the registered managers approach.

Rating at last inspection

This service was registered with CQC on 7 September 2020 and this is the first inspection.

Why we inspected

This was a planned first rating inspection. We looked at infection prevention and control measures under the Safe key question. We look at this in all inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.