This inspection took place on 15 November 2016 and was announced. It was carried out by one adult social care inspector. We gave the provider short notice of the inspection as we needed to make sure they were available so that we were able to access records, talk to staff and gain permission from people who used the agency to talk to them.The last inspection of the service was carried out in January 2014. No concerns were identified with the care being provided to people at that inspection.
Your Life (Ferndown) is a domiciliary care agency which is based within an assisted living complex known as Cherrett Court. The people who live at Cherrett Court owned the apartments they live in and could choose whether they received help or support from the agency or not. The agency provides many services such as domestic chores, shopping and cooking however these are not regulated by us. The agency is registered and regulated by the Care Quality Commission for the activity of assisting people with personal care needs. At the time of our visit five people were receiving assistance with personal care needs.
There is a registered manager in post. 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.
People and their relatives were very complimentary about the quality of the service provided and of the management and staff team. One person said “I find all the staff extremely kind and caring. Nothing is too much trouble.” Another person said “It’s all wonderful for me here. The staff and management are lovely. I have never experienced anything but kindness and concern.”
People told us they were able to build trusting relationships with the staff team. The agency employed a small team of five care staff which meant people were supported by staff who know them well. A relative told us “[Person’s name] has built up such a great relationship with [member of staff’s name]. They have a great rapport and that is so important to [person’s name].”
There were effective procedures in place to help keep people safe and reduce the risk of harm or abuse. Before staff were offered employment they were thoroughly checked to make sure they were suitable to work with vulnerable people. Staff had been trained and had a good knowledge of how to recognise and report abuse or any concerns. People told us they felt safe. One person told us “I feel very safe here. Visitors can’t just walk in. They have to ring the bell at the main door first. I only buzz them in if I know them. There is also a CCTV camera outside which is connected to my television. Couldn’t be safer really.” Another person said “It’s reassuring to know there is always somebody about if you need them. I couldn’t feel any safer.”
People were treated with respect and staff had received training and knew how to make sure people’s legal and human rights were protected. Staff always sought people’s consent before assisting them with any task and people told us staff were courteous and respected their wishes.
Staff told us there was an on-call system which meant they had access to a senior member of staff when required. A member of staff provided sleep-in cover during the night and was available to assist people when required.
People told us the agency provided a reliable service. A relative told us “[name of staff] is so patient with [person’s name]. It’s all done at [Name of person’s] pace.” A person who used the service said “I’ve never known a carer be late and if we’re all done before my allocated time they will always ask if I want anything else doing. I have never felt rushed and have never felt they are clock watching.” Care was planned and delivered in a way that was personalised to each person. Staff monitored people’s healthcare needs and, where changes in needs were identified, care was adjusted to make sure people continued to receive care which met their needs and supported their independence. A relative told us “When [person’s name] needed more help and support, I met with [name of registered manager] and we talked about how much help we needed and what were the best times for us. I must say it has worked out really well.”
There was a commitment to ensuring staff had the right skills, knowledge and support to enable them to meet people’s needs. The people we met with had great confidence in the staff who supported them. One person told us “I think the staff are marvellous and very courteous.” A relative told us “[Name of care staff] certainly knows what he is doing. He is extremely patient with [name of person].” Another person said “I have no complaints. The carers seem to know what they are doing and they do a good job.”
People had opportunities for social stimulation. There were spacious communal areas which people could use if they wished and there was a restaurant which served a choice of three course lunches. There were activities and social events many of which were organised by the ‘homeowners’. One person who used the service told us “I have made so many friends since moving here. We all sit together for lunch in the restaurant and relax in the lounge with a coffee afterwards. It’s wonderful really.” Another person said “Moving here was the best thing I ever did. I never feel lonely because there is always someone about to chat to.”
There were systems in place to monitor the quality of the service and plan on-going improvements. People using the service and staff felt involved and able to make suggestions or raise concerns.