Background to this inspection
Updated
18 August 2017
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 was a comprehensive inspection and took place on the 10 and 11 May 2017 and was announced. The inspection was carried out by one inspector and an expert by experience who carried out telephone interviews to people and their relatives. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of service.
Before we visited we looked at previous inspection reports and notifications we had received. Services tell us about important events relating to the care they provide using a notification. We reviewed the Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
We used a number of different methods to help us understand the experiences of people who use the service. We spoke with six people who used the service, and six relatives about their views on the quality of the care and support being provided to their family member. We spoke with four staff. We spoke with the registered manager and a senior care staff.
We looked at documents that related to people’s care and support and the management of the service. We reviewed a range of records which included six care and support plans and daily records, staff training records, staff duty rosters, staff personnel files, policies and procedures and quality monitoring documents.
Updated
18 August 2017
Candlelight Homecare Trowbridge Area Office provides personal care and support to approximately 60 people in their own home.
This inspection took place on 10 and 11 May 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in. The inspection was carried out by one inspector and an expert by experience.
A registered manager was employed by the service who was present on the second day of the inspection. 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.
There was a stable management team who took appropriate action to make sure they provided a safe and reliable service for people.
People received care and support from staff they knew well and had built trusting relationships with them. Comments from people were extremely complimentary about the staff who visited them.
People were treated with respect and dignity and were encouraged to make choices.
Staff felt very supported and received training they required to carry out their jobs.
People who used the service felt safe with the staff who supported them, and received the care and support as they expected.
People knew how to make a complaint and were confident any issues raised would be investigated and resolved.
The agency used feedback from people to monitor the quality of the service and identify how improvements could be made.
The agency’s robust recruitment procedure and staff training helped to minimise the risks of abuse to people.