28 September 2015
During a routine inspection
Better Home Care is a domiciliary care service that is registered to provide personal care to people living in their own home. At the time of our inspection there were 25 people using the service. The provider’s head office is based in the village of Comberton.
This was the first inspection of the service since it registered with the Care Quality Commission at this address.
This announced inspection took place on 28 September 2015 and was completed by one inspector. 48 hours’ notice of the inspection was given because we wanted to make sure the manager and staff were available. We needed to be sure that they would be in.
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.
A robust recruitment process was in place. Only those staff deemed suitable to work with people using the service were offered employment. A sufficient number of suitably qualified and experienced staff were employed to help ensure people’s needs were safely met. An induction programme was in place to support new staff as well as regular ongoing coaching and mentoring.
Staff were trained in, and adhered to safe, medicine’s administration practice. Staff had their competency to do this assessed regularly.
Staff had been trained and were knowledgeable about protecting people from harm. Reporting procedures were in place which staff were aware of and knowledgeable about their use.
The CQC is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and to report on what we find. The registered manager and staff were knowledgeable about when an assessment of people’s mental capacity was required. They were also aware when they needed to liaise with the local authority should a need arise to lawfully deprive any person of their liberty.
Staff respected people’s choices and preferences and supported them to improve their independence. This was by staff who provided people’s care with compassion whilst respecting their privacy and dignity.
People’s assessed care needs had been determined from their input, information from relatives, care staff and health care professionals. This was to help ensure that people were involved in their care planning.
People were supported to access a range of health care professionals including occupational therapist, a GP and speech and language therapists. Staff adhered to the advice and guidance provided by health care professionals. Risk assessments were in place to help manage each person’s assessed health risks.
People were encouraged to eat and drink sufficient quantities. People were able to choose what, where and when they ate. This included support for people who were at an increased risk of malnutrition.
Staff were supported with regular supervision to develop their skills, increase their knowledge and obtain additional care related and management qualifications.
People were provided with information, guidance and support on how to raise a complaint. The provider took appropriate action to ensure any complaints were addressed to the complainant’s satisfaction. The registered manager used complaints as a way to drive improvement proactively.
The registered manager and senior care staff had effective audit and quality assurance processes and procedures in place. Any areas requiring attention were raised at staff meetings, formal supervision or during staff coaching opportunities.