Background to this inspection
Updated
10 March 2020
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
An inspector and an Expert by Experience carried out the inspection. 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 three days’ 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 inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). 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 spoke with four people who used the service and two relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, deputy managers, home support workers and quality assurance manager.
We reviewed a range of records. This included two 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data, quality assurance records and an improvement plan.
Updated
10 March 2020
About the service
Harrogate Homecare Limited is a domiciliary care service providing personal care to people in their 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. The provider told us at the time of the inspection 17 people received personal care.
People’s experience of using this service and what we found
People received support from staff when they needed it. Risks to people were usually assessed and managed although some assessments lacked detail. The registered manager sent an improvement plan and confirmed they were reviewing people’s care records. Accidents were closely monitored. The registered manager contacted people to check their wellbeing and that appropriate measures were in place to prevent repeat events. Staff understood their responsibilities under safeguarding people from abuse procedures and were confident the management team would deal with any issues promptly. Systems were in place to manage medicines although these needed strengthening. The registered manager took appropriate action and sent an improvement plan which showed further measures were being introduced.
Staff felt well supported and received appropriate training. One person said, “They are definitely fully trained, very well trained and very professional.” Systems were in place to meet people’s nutrition and healthcare needs. 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.
People were very complimentary about the staff who cared for them. Everyone was consistently positive about their experience. Comments included, “Excellent. An incredibly, caring company”, “Very, very good, I must admit, very kind, very respectful, and so helpful” and “Very satisfied, very helpful with everything.” Staff were confident people received good care; they understood how to promote privacy, dignity and independence.
People received person centred care and were involved in planning their care package. One person said, “They have shared a copy of my care plan and, yes, it’s really personal to me.” Staff knew people well and were familiar with their needs. Care plans were basic and did not always guide staff. The registered manager confirmed these would be developed when they reviewed people’s care records. When required, the service supported people with social activities. Systems were in place for dealing with concerns and complaints.
People who used the service, relatives and staff told us the led the service well. Everyone was encouraged to share views and put forward ideas. Quality management systems were in place although the governance framework needed strengthening. The service sent us an improvement plan that showed measures were being introduced to address shortfalls identified during the inspection. It demonstrated they had been responsive and preventing the same shortfalls from recurring.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 22 July 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.