Archived: Liverpool Domiciliary Care Service

Updated 7 April 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection was carried out by one adult social care inspector. The inspection was announced. The registered provider was given 48 hours’ notice because we needed to be sure that someone would be at the office.

We visited the office and held discussions with the registered manager, 10 people who used the service and four staff. We checked a selection of records held at the office, including care records for six people who used the service, recruitment and training records for three staff, policies and procedures and other records relating to the management of the service.

Before our inspection we reviewed the information we held about the service including notifications that the registered provider had sent us and the Provider Information Return (PIR). The PIR is a form that asks the provider to give some key information about the service, including what the service does well and any improvements they plan to make.

Updated 7 April 2016

This was an announced inspection, carried out on 29 February 2016. We gave 48 hours’ notice of the inspection because the manager is often out of the office supporting staff or providing care. We needed to be sure that the registered manager or someone who could act on their behalf would be available to support our inspection.

Liverpool Domiciliary Care Service is part of the Brothers of Charity organisation and provides personal care and support to people living in their own homes. Liverpool Domiciliary Care Agency is based in Knotty Ash, Liverpool and provides care to people throughout Merseyside.

The service has a manager who was registered with CQC in 2011. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The last inspection of Liverpool Domiciliary Care Service was carried out in July 2013 and we found that the service was meeting all the regulations that were assessed.

People who used the service were protected from avoidable harm and potential abuse because the registered provider had taken steps to minimise the risk of abuse. Clear procedures for preventing abuse and for responding to an allegation of abuse were in place. Staff were confident about recognising and reporting suspected abuse and the registered manager was aware of their responsibilities to report abuse to relevant agencies.

Procedures were in place to protect people from hazards and to respond to emergencies. Staff were confident about dealing with an emergency situation should one arise.

There were appropriate numbers of staff on duty to meet people’s individual needs and lifestyle choices and to keep people safe. Staff recruitment checks were robust and staff were only employed to work at the service following the receipt of satisfactory checks on their suitability.

The registered manager and staff had a good knowledge and understanding of the Mental Capacity Act (2005) and their roles and responsibilities linked to this. They worked with relevant others to ensure decisions were made in people’s best interests when this was required.

People were provided with care and support that was tailored to meet their individual needs and was person centred. This means that the way in which the service was delivered was based on the individual needs of the people who used it. Staff responded to changes in people’s needs and they provided flexible support to make sure people were achieving the things they wanted to.

People’s needs had been assessed and they had a support plan which was detailed, personalised and provided clear guidance on how to meet their needs. Risks to people’s safety and welfare had been assessed and plans to manage any identified risks were in place.

People were well supported to access a range of healthcare professionals as appropriate to their individual needs. People’s health and wellbeing was monitored to ensure they remained health and well and appropriate action was taken in response to any concerns noted.

Medication was managed appropriately and people received their medication as prescribed. There were processes in place to ensure medication was managed safely. Staff had access to guidance about how to support people with their medicines, including what medicines were prescribed for.

People were supported to lead active lives both at home and in the community. Support plans included information about how people preferred to spend their time and the support they needed with this. People provided us with many examples of their involvement in the local community and how staff supported them.

Staff spoke about people with warmth and affection and they knew people well, including their likes, dislikes and preferred routines. People were supported and encouraged to be independent and learn new skills. People set goals and were supported by staff to achieve them.

Staff were well supported in their roles and responsibilities. Staff had been provided with relevant training and they underwent annual refresher training in a range of topics. Staff attended regular supervision meetings and team meetings which enabled them to discuss their work, training and development needs and receive updates regarding the service.

Staff were aware of their roles and responsibilities and the lines of accountability within the service.

Staff told us there was an open culture at the service and that they felt valued as an employee. They said they would not hesitate to raise concerns if they had any and felt that any concerns they did raise would be dealt with appropriately.

Systems were in place to regularly check on the quality of the service and ensure improvements were made. These included regular audits on areas of practice and seeking people’s views about the quality of the service. Developments were made to the service in response to people’s views and to changes in practice guidance.