This inspection was carried out on 26th and 28th April 2016. We gave the registered manager 48 hours’ notice of our visit as we needed to make sure she would be available to speak with us.Housing and Care 21- Brookside Court is a domiciliary care agency providing personal care support to people living in their own home. The agency is based in an extra care living facility in Knotty Ash. At the time of our inspection there were 37 people living at Brookside Court who were receiving support from the agency with their personal care. A further eight people living in the community were receiving support with their personal care.
The agency had a registered manager. 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.
During the inspection we spoke with people using the agency and their relatives. We also looked at a range of records including care records, staff records and records relating to quality assurance of the service.
At this inspection we found a breach of regulations. This was because people’s privacy was not always respected with regards to private information.
You can see what action we told the provider to take at the back of the full version of the report.
People told us that they felt safe with the staff who supported them. Systems were in place within the agency for identifying and reporting any safeguarding concerns that arose.
Sufficient staff were available to provided people with the support they required. People told us staff stayed the full length of time and that they had support from regular staff who they knew well. They also told us staff provided their support flexibly.
Care plans were up to date and contained sufficient information to guide staff on the support people needed. Where possible people had been involved in planning their care.
Policies and procedures were in place for supporting people with their medication and these had been followed to ensure people received the support with their medication that they needed.
Staff received the training, support and supervision they needed to carry out their role effectively. Robust recruitment procedures were followed to help ensure staff were suitable to work with people who may be vulnerable.
Staff knew people well and knew how to support people based on their individual choices and needs.
People were confident to raise any concerns or complaints they had and the majority of people were confident these would be resolved. The agency took action to seek external resolution for any complaints or concerns that they could not resolve to the person’s satisfaction.
Systems were in place for checking the quality of the service provided and the views of people using the agency and their relatives were regularly obtained. Where an area for improvement was identified an action plan was put into place to address this.