Background to this inspection
Updated
26 March 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by an inspector and assistant inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to children and adults living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service four day's notice of the inspection. The service is small, and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
Before the inspection, we reviewed information we had received about the service since the last inspection. This included details about incidents and notifications the provider is required to inform us about. We sought feedback from the local authority and other professionals involved with the service.
The provider completed a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
The service provided us with contact information of people who used the service and sent them a letter informing them of our inspection and that we may be in touch with them to seek their views.
During the inspection
During the office visit on 25 February 2020 we spoke with the registered manager, deputy manager and four members of care staff. We had contact with one person and five family members by telephone. We received emails about their views of the service from a further four staff. We spoke with three health care professionals and had email feedback from another.
We looked at four people’s care records including their medicine records and daily notes. We looked at two staff recruitment files. We reviewed training and supervision records and documents relating to the management of the service including complaints and compliments, minutes of meetings and quality audits.
After the inspection
We continued to seek clarification from the provider to validate evidence found. They sent us information which helped us make a rating about the service.
Updated
26 March 2020
About the service
Interserve Healthcare - Suffolk and Essex is a domiciliary care agency that provides personal care to children and adults living in their own homes. At the time of the inspection 22 people were using the service which included four children. The service also provided live in support.
People’s experience of using this service and what we found
People and their families told us they were happy with the care they received from the service. They felt safe with the staff who supported them.
Risks to people had been assessed and staff knew what to do to keep people safe. Staff followed good infection control practices and equipment was available for them to use. People’s medicines were safely managed by staff who had been trained and assessed as competent.
Safe recruitment practices were in place. There were enough staff to meet people’s current needs and the recruitment of suitable staff was ongoing. Lessons were learnt when things had gone wrong.
People received their calls from regular staff who knew them well. Staff were generally on time and stayed for the full duration of the agreed call times. Office and management staff were helpful and efficient.
Staff were trained well and competent in their role. Staff received supervision and appraisals to monitor their performance and identify any learning needs.
Where required people received help with eating and drinking which met their needs and preferences. Health and social care professionals provided support and advice to staff and liaised closely with the service in relation to people’s health and wellbeing.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice.
People and their families were treated with dignity and respect and their independence was promoted. Privacy was encouraged and maintained.
People’s needs had been assessed and their wishes and preferences were known and respected. The service was responsive to people’s needs and provided care and support the way people liked it. There were policies and procedures in place to manage complaints appropriately. Children and adults were cared for at the end of their life.
People, their relatives and staff were positive about how the service was managed. The registered manager and deputy manager were visible and approachable. Staff had the opportunity to develop their knowledge and felt well supported.
Systems were in place to ensure good oversight of the service. Quality assurance processes to monitor safety and quality and identify any areas requiring improvement were robust.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 24 January 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.