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The Personal Support Network (Teesside) Limited

Overall: Good read more about inspection ratings

45 Kings Road, North Ormesby, Middlesbrough, TS3 6NH (01642) 244044

Provided and run by:
The Personal Support Network (Teesside) Limited

Latest inspection summary

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Background to this inspection

Updated 5 March 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

Two inspectors, an assistant inspector, a medicine team support officer and an Expert by Experience carried out this inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because staff worked with people in their own homes and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 15 January 2020 and ended on 12 February 2020. We visited the office location on 15 January 2020 and 12 February 2020.

What we did before the inspection

We reviewed information we held about the service, including the notifications we had received from the provider. Notifications are changes, events or incidents the provider is legally obliged to send us within required timescales. We sought feedback from the local authority and professionals who work with the service.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection

During the inspection

We spoke with eight people who used the service and four relatives about their experience of the care provided. We spoke with seven members of staff, including the registered manager, the nominated individual, support and office staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included eight people’s care records and 10 medicine records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at records relating to people’s community links and outcomes.

Overall inspection

Good

Updated 5 March 2020

About the service

The Personal Support Network (Teesside) Limited is a domiciliary care service providing personal care to people in their own homes. The service supports people in Middlesbrough area. At the time of the inspection 54 people were receiving personal care from the service.

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

People had a positive experience with the care they received and spoke positively about staff. Independence was promoted, and staff treated people with dignity and respect.

Medicines were managed safely. Risks were monitored and addressed. Staffing levels were safe and regularly reviewed.

We made a recommendation about the provider’s medicines policies.

Audits were carried out to monitor and improve standards. We received positive feedback on the management and leadership of the service. Effective partnership working took place.

We made a recommendation about the provider’s medicines audits.

People’s needs were assessed to ensure the service was right for them. Staff received training, supervision and appraisal. 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.

People received person-centred care and were involved in regular reviews of this. People were supported to avoid social isolation and develop new life skills. The provider had an effective complaints process.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 22 March 2019). There were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. We also met with the provider following the inspection to discuss their plans to improve the service. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.