Archived: Interserve Healthcare - Portsmouth

Updated 20 September 2016

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.

The inspection took place on 12, 13 and 18 April 2016 and was announced. We gave the registered manager 24 hours’ notice of our visit to make sure people we needed to speak to would be available. The inspection was carried out by one inspector.

Before the inspection, we reviewed previous inspection reports and other information that we held about the service; including information from people who used the service, and notifications the provider had sent to us. A notification is information about important events which the provider is required to tell us about by law.

During the inspection we spoke with the registered manager, senior branch consultant, the branch nurse and seven staff members, which included care workers and nurses. We spoke with two people using the service and two relatives.

We reviewed recruitment, supervision and training records for five staff. We also looked at records relating to the management of the service, including, risk assessments, audit records, management reports, policies and procedures and training records. We looked at the care plans for three people who used the service.

Updated 20 September 2016

This inspection took place on 12, 13 and 18 April 2016. The inspection was announced.

Interserve Healthcare Portsmouth, provides personal care services to people in their own homes. They provide services to adults and young people, some with complex health care needs. At the time of our inspection there were 6 people receiving personal care from the service. There was a combination of nurses and care staff; 40 in total, a senior branch consultant, branch consultant and a branch nurse who planned people’s care. There was also a registered manager.

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.

During our inspection, staff demonstrated knowledge of how to recognise signs of potential abuse and there were systems in place to report concerns. The registered manager thoroughly investigated any safeguarding matters and acted upon them in a timely manner. There were systems in place to ensure medication was administered safely.

There were procedures in place to identify, assess and mitigate any potential risk to people's health and wellbeing. However, risk assessments were being removed from people’s homes which could place people at risk of unsafe care if they were not immediately available to care staff. There was sufficient staff to support people safely according to their need. Recruitment processes were in place to ensure staff were suitable to care for people within their own homes.

Staff received an induction and ongoing training to ensure they had the knowledge and skills to effectively carry out their role. They were supported by the registered manager with supervision and appraisals.

People were encouraged to eat and drink enough to promote and maintain a balanced diet.

People were positive about the care they received. Care was provided by regular staff who knew people well, and with whom they had developed a good rapport. People’s dignity and privacy was respected. Care calls were rarely late and there were no missed calls.

People’s care plans were personalised and met individual needs. People were involved in their care planning, which was reviewed regularly and care was delivered according to the person’s preferences and wishes. People knew how to complain about their care provision and complaints were logged, and dealt with according to policy.

There was an open and inclusive culture which was promoted by the registered manager. Staff felt able to raise concerns with the leadership which would be listened to and acted upon. Positive feedback was given to staff for achieving good outcomes.

Safeguarding notifications were not always sent to the Commission and we have made a recommendation about this. There were effective management procedures and processes in place to monitor and improve the quality of service provided.