Background to this inspection
Updated
9 January 2019
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.
This comprehensive inspection started on 20 November and ended on 23 November 2018 and it was announced. The provider was given 24 hours’ notice, because we needed to ensure someone was available to facilitate the inspection.
One inspector undertook the inspection. On the first day of the inspection we visited the office location of the provider to review the documentation associated with the running of the service. On days two and three we visited people who used the service and contacted staff.
On this occasion, we had not asked the provider to send us a provider Information return (PIR). A PIR is a form that asks the provider to give some key information about the service. This includes what the service does well and improvements they plan to make. However, we gave the provider the opportunity to share any information they felt relevant during the inspection.
Before the inspection, we reviewed the information we had about the service which included any notifications that had been sent to us. A notification is information about important events which the provider is required to send us by law.
We contacted the health and social care commissioners who monitor the care and support the people receive. We used the information they provided us to inform our planning of the inspection.
During the inspection we met with three people who used the service and spoke with one relative. We spoke with three members of staff and the provider. We also spoke with two social care and health professionals.
We reviewed three people’s care files, looked at three staff files and reviewed records relating to the management of medicines, complaints, training and how the provider monitored the quality of the service.
Updated
9 January 2019
The Encounter Group (Encounter Live-In-Care Specialists) Limited provides personal care services to young adults and older people living in their own home in the community.
Not everyone using the service receives the regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection,11 people were receiving personal care.
This inspection took place on the 20, 21, 22 and 23 November 2018. This was the first comprehensive inspection for the service since it registered with the CQC in May 2016.
The provider was also the registered manager at the time of our inspection. A registered manager is a person who has registered with the CQC 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 receive care from staff that are friendly, kind and caring; passionate about providing the care and support people need and want to enable and encourage them to live as independently as possible in their own homes. People feel cared for safely in their own home.
Staff do not fully understand their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider is not fully aware of how to make referrals to the Court of Protection if people lack capacity to consent to aspects of their care and support and are being deprived of their liberty. We have made a recommended about training in this area.
People have care plans that are personalised to their individual needs and wishes. Records contain detailed information to assist care workers to provide care and support in an individualised manner that respects each person's individual requirements and promote treating people with dignity.
Staff have the skills and knowledge to provide the care and support people need and are supported by a provider who is visible and approachable, receptive to ideas and committed to providing a high standard of care.
People's health and well-being is monitored by staff and they are supported to access health professionals in a timely manner when they need to. People are supported to have sufficient amounts to eat and drink to maintain a balanced diet.
Staff understand their responsibilities to keep people safe from harm or abuse and know how to respond if they have any concerns. Care plans contain risk assessments which give instructions to staff as to how to mitigate risks; these enable and empower people to live as independent a life as possible safely.
Staffing levels ensure that people receive the support they require safely and at the times they need. The recruitment practice protects people from being cared for by staff that are unsuitable to work in their home.
The provider is closely involved in the day to day running of the service and continually monitors the quality of the service provided. Staff and people are confident that issues will be addressed and any concerns they have will be listened to and acted upon.