This inspection visit took place on 23 and 24 September 2015 and was announced.
At the last inspection on 16 September 2014 the service was meeting the requirements of the regulations that were inspected at that time.
Blackpool North, Cleveleys and Fleetwood Home Instead is a privately owned domiciliary agency situated on Red Bank road, Bispham. The agency provides a wide range of services including personal care, companionship, medication support, meal preparation and light housekeeping. The agency’s office is located on the second floor and cannot be accessed easily by people with mobility problems.
At the time of our inspection visit Blackpool North, Cleveleys and Fleetwood Home Instead provided services to 28 people.
There was a registered manager in place. 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.
People told us they had been visited by the registered manager before their support began and had an assessment of their needs undertaken. One person we spoke with said, “The whole procedure was very thorough. Their philosophy is to match you with staff you will get on with. This has worked very well for me.”
We spoke with seven people who were supported by the service. They told us they were receiving a reliable and consistent service and they liked the staff who supported them. They said staff were caring and conscientious and they felt safe when receiving their support. One person we spoke with said, “I have no concerns about my safety. I am receiving the best care possible.”
People told us they were supported by the same group staff who understood their support needs and how they wanted this to be delivered. They told us the staff who visited them were professional caring people and they looked forward to their visits.
We found recruitment procedures were safe with appropriate checks undertaken before new staff members commenced their employment. Staff spoken with and records seen confirmed a structured induction training and development programme was in place.
Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and social needs.
The registered manager had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report any unsafe care or abusive practices. People we spoke with told us they felt safe and their rights and dignity were respected.
Staff knew the people they were supporting and provided a personalised service. Care plans were in place detailing how people wished to be supported and people were involved in making decisions about their care.
Staff responsible for assisting people with their medicines had received training to ensure they had the competency and skills required. People told us they received their medicines at the times they needed them.
The registered manager used a variety of methods to assess and monitor the quality of the service. These included satisfaction surveys, spot checks, telephone monitoring and care reviews. We found people were satisfied with the service they were receiving. The registered manager and staff were clear about their roles and responsibilities and were committed to providing a good standard of care and support to people in their care.