16 March 2016
During a routine inspection
This was the first inspection of this service since it's registration with the Care Quality Commission (CQC) in June 2014.
Two inspectors visited the office and visited the homes of two people who use the service. We spoke with a further seven service users, or their relative, on the telephone.
North West Community Services (Greater Manchester) Ltd provides domiciliary care services to people throughout Todmorden and other areas within Calderdale. The office for this service is based in the centre of Todmorden. The service provides people with personal care and support to enable them to live in their own homes. Most people who used the service at the time of our inspection were older people. At the time of our inspection there were 56 people using the service.
The person previously registered as manager for the service had deregistered with the Care Quality Commission in February 2016. However, a new person had been appointed and intended to apply to CQC for registered manager status. 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.
Systems were in place to make sure people who used the service were safe. People's needs were assessed and plans were put in place to mitigate any risks associated with the delivery of their care.
Staff understood their responsibilities in keeping people safe and people who used the service were provided with information about their right to be safe and how to recognise and report any signs of abuse.
Staffing levels were determined by the number of people using the service and their needs. New care packages were only accepted if suitable care workers were available.
Accidents and incidents were recorded and monitored.
Procedures were in place to make sure medicines were managed safely and people received their medicines as prescribed and at the right time.
Staff were recruited safely and received comprehensive induction, training and support to make sure they had the knowledge and skills they needed to deliver care and support to people in their own homes.
People who used the service told us staff were kind, caring and attentive. They told us staff gave explanations and sought their consent before providing care and support.
Staff understood how to maintain people's privacy and dignity and gave examples of how they did this.
People who used the service and their relatives told us the service had responded quickly and effectively to their changing needs or when problems had arisen. Concerns or complaints about the service were managed well and responded to in a timely manner.
Care plans were person centred and included full details of people's lifestyles, needs and preferences. However care plans were not always available in people's homes. People told us staff understood their needs well and provided the support they needed.
Systems were in place to audit the quality of service provided. Views of people who used the service and staff were sought and action plans put in place to address any issues or to make any necessary improvements.
Staff and people who used the service provided positive feedback about the acting manager and other staff working in the office.