Archived: Interserve Healthcare - Greater Manchester

Updated 16 December 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.

Prior to the inspection we considered information we held about the service, such as notifications received from the provider. We had also asked the provider to complete a ‘Provider Information Record’ (PIR). This is a form that asks the provider to give us some key information about the service, what the service does well and improvements they plan to make and helps to inform some of the areas we look at during the inspection. This was provided prior to the inspection.

This inspection was announced and carried out by an adult social care inspector. The inspection took place on the 24 and 27 October and 3 November 2016. The provider was given 48 hours’ notice of the inspection because the location provides a domiciliary care service and we needed to be sure that either the registered manager or another manager was available to support the inspection.

As part of the inspection we spoke with a nurse, two support staff, the team leader and the registered manager. We also contacted the relatives of three people and two health care professionals who commission packages of care with the service to seek their views about the service. Comments received have been added to the report.

During our visit to the agency office we looked at three care files, three staff recruitment files and training records, the management and administration of medication for one person as well as information about the management and conduct of the service.

Updated 16 December 2016

Interserve Healthcare Greater Manchester is a community healthcare service and provides nursing and personal care and support across Manchester and Lancashire. The service is based in Rochdale and offers support to adults and children living in their own homes. At the time of our inspection the service was providing support for 21 people.

The current provider registered with the Care Quality Commission in March 2015. This is the first inspection for Interserve Healthcare Greater Manchester.

This was an announced inspection which took place on 24 and 27 October and 3 November 2016. In line with our current methodology we contacted the service to tell them of our plans to carry out a comprehensive inspection. This was because the location provides a domiciliary care service and we needed to be sure that either the registered manager or another manager was available to support the inspection.

The service had 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.

Staffing arrangements had improved offering people better continuity of care so that their care and support was not compromised.

People and their relatives, where necessary, were involved and consulted with about the person’s care and support needs. Staff had received training on the Mental Capacity Act 2005 and were aware of the importance of seeking people’s permission before carrying out tasks.

Suitable arrangements were in place for the management of people’s medication. Systems were in place to check that people’s medicines had been administered as prescribed.

We found that effective recruitment procedures were in place and followed to help ensure

staff were suitable to work with vulnerable people. Staff were supported in their role through induction, training, supervision and appraisals. Records to show what training had been completed did not fully reflect what we had been told.

People knew what procedure to follow if they had any complaints or concerns.

Staff we spoke with had a good understanding of people's needs and preferences. Care files provided sufficient information to guide staff in meeting their needs and wishes. People told us staff were kind and caring and treated them with respect. Staff told us how they maintained people's dignity and spoke about people in a warm and caring manner.

People told us they felt safe with the staff that supported them. Staff had completed training in how to safeguard people from abuse and knew the action they should take if they had any concerns.

We found potential risks to people had been adequately assessed and planned for so that people were protected from possible harm or injury. Where necessary the registered manager had notified CQC of events or incidents that occurred in the service in accordance legal requirements.

Systems were in place to monitor and review the service provided and opportunities were provided for people to comment about their experiences.

Information about people stored electronically in the office. Computers were password protected which ensured that information was kept confidential.