Background to this inspection
Updated
17 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. 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:
The inspection team consisted of one adult social care 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. The expert by experience’s area of expertise was older people.
Service and service type:
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 visit because we needed to be sure that the registered manager and staff would be available to speak with.
Inspection site visit activity started on 04 June 2019 and ended on 04 June 2019. We visited the office location to see the manager and office staff; and to review care records and policies and procedures.
What we did:
Before the inspection the provider submitted a Provider Information Return (PIR). The PIR provides information about what the service is doing and how they hope to improve. We also reviewed information we held about the service.
During the inspection we spoke with ten people, two relatives and nine members of staff, including the registered manager, training lead, care co-ordinators, provider and four care staff. We received feedback from one healthcare professional after the inspection. We reviewed various records including, the training matrix, recruitment files for two employees, four care plans, audits, compliments and complaints.
The provider contacted us after the inspection to provide further information about compliments they had received and updates they felt was important for us to know.
Updated
17 August 2019
About the service: Home Instead Senior Care is a domiciliary care service that was providing personal and nursing care to 36 people aged 65 and over at the time of the inspection.
People’s experience of using this service: The staff worked very hard as a team to help people live independently and safely at home for as long as possible and genuinely cared about doing so.
People were exceptionally well matched with their regular care staff team and people spoke positively about the staff who visited them. Staff went ‘above and beyond’ for people and people said they were happy to do so.
The service worked very hard to provide people, relatives and the local community with information that would improve their safety, independence and awareness. This included arranging an event that aimed to provide people with information about services and products that were relevant to them and offering people the chance to attend complimentary workshops and training for people, relatives and the community.
People told us the service was responsive to their needs. This included encouraging people to retain control of their lives, choices and independence. People told us they felt comfortable to raise concerns and complaints and these were dealt with appropriately by the registered manager.
There was a team mentality and staff worked with each other and organisations to achieve good outcomes for people. When required, staff supported people to access the healthcare that they needed.
People and their relatives told us the service was safe. Risks to peoples’ safety were assessed and there were systems in place to keep people safe from potential harm. Staff spoke confidently about actions they would take if abuse was suspected and referrals were made to the Local Safeguarding team when required.
People told us their medicines were managed safely and relatives confirmed this. Body maps were used to guide staff about what creams should be applied and where. Staff used gloves and aprons to help prevent the spread of infection.
People were assessed, and care plans included detailed information to guide staff about what the person needed and how this could be achieved. The care people received was provided by suitably qualified and well-supported staff.
People told us that staff listened to their wishes and that care was only provided if the person consented. If the person was assessed as lacking capacity to consent, a best interest decision was completed in partnership with the person’s loved ones and relevant healthcare professionals.
People, relatives and staff spoke positively about the registered manager, management team and provider. There was a clear management structure and staff were aware of their responsibilities. The registered manager and provider had oversight of the service and were involved with the daily running, checks and auditing.
At the time of our inspection no one was receiving end of life care.
Rating at last inspection: Good (December 2016)
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor the service through the information we receive. We will inspect in line with our inspection programme or sooner if required.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk