About the service Four Oaks Healthcare Ltd is a domiciliary care service providing personal and nursing care to 90 people at the time of the inspection. There were two parts to the service; standard domiciliary care which involved staff attending to people living in their own homes periodically throughout the day or week. The other part was a more intensive support which involved staff living in people’s own homes 24 hours a day. People were living all over the country, and it was not only based in one area. Those who needed support included older people and younger adults.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
Risks were not always assessed and planned for which may lead to inconsistent care. Staff knew how to recognise safeguarding concerns, however we have made a recommendation about staff knowing to report their concerns to the local safeguarding authority. People were supported to have their oral prescribed medicines. We have made a recommendation about ‘when required’ medicines and topical medicines. There were enough staff to support people and recruitment checks were made on staff. Lessons were learned when things had gone wrong and action was taken to protect people. People were protected from the risk of cross infection as staff used correct procedures.
Systems were not always effective at identifying omissions and ensuring the quality of care was improved. The electronic system being used was still relatively new so was not fully embedded and improvements were still being made. People and staff felt positive about the management team. People and staff were asked for their feedback. The registered manager was aware of their responsibilities with duty of candour, notifications and displaying the previous rating. People and staff were asked for their feedback. The service also worked in partnership to ensure effective outcomes for people. The service was continuously learning and implementing new ways of working.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Our feedback about capacity assessments was acted upon. People had access to a range of other health professionals and were supported to have food and drinks that were appropriate for their needs. Staff received training to be effective in their role.
People felt staff were kind and felt they were treated with respect. People were supported to maintain their dignity and be involved in decisions about their care. People were supported to maintain their independence.
People were supported in a way that matched their preferences and staff had care plans to follow. People felt able to complain and had been satisfied with the response had they needed to raise concerns. People could access information in a way that suited their needs. End of life plans were not always in place or detailed, however no one was imminently at the end of their life at the time of our inspection.
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 21 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.