About the service Reablement – Urgent Homecare and Falls Response Service is a domiciliary service providing personal care to 32 people at the time of the inspection.
Not everyone using Reablement – Urgent Homecare and Falls Response Service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People were happy with the care staff who supported them in the community however communication with office staff and good planning of care was less effective.
People did not feel that complaints were managed well and that they were not listened to by office staff. People told us the service was at times very disorganised due to incorrect rotas and problems related to planning of services. People did not receive a consistent service as the nature of the reablement service is to visit on a day but not at a specific time.
We found that peoples risk assessments were not always sufficiently recorded and information for staff on how to manage risks. People had not come to harm as a result of the concerns around risk management.
People told us they felt safe and thought staff were very kind and caring and did a good job. One person said, “The actual carers themselves were very good they came and stayed as long as I wanted them to and gave suggestions that helped me with what I needed.”
For the people who required it, they were supported well with medicines and food and drink.
People told us staff understood what care and support they required and were well trained. We found staff records in relation to recruitment processes incomplete due to the change from paper to electronic record keeping. People had not been harmed as a result of these incomplete records. The registered manager and human resources team will ensure these records are available and complete in the future.
People told us the care was provided in ways that met their personal preferences and needs.
The service worked with other health professionals such as physiotherapists to enable people to become as independent as possible.
People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service did support this practice.
We have made a recommendation about ensuring records show clear assessment and guidance of managing people’s risks. We have also made a recommendation in relation to recording recruitment documentation.
Rating at last inspection:
At the last inspection the service was rated Good (published 01 September 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk