Home Instead Senior Care - Shrewsbury, Ludlow and Oswestry

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

Staff were recruited safely, and checks were made to ensure they were of good character to work with people using the service.

Rating at last inspection

The last rating for this service was outstanding (Published 11th February 2020)

Why we inspected

We undertook this targeted inspection to follow up on specific concerns which we had received about the service. We had received concerns that recruitment of staff was not being done in a safe manner. A decision was made for us to inspect and examine those risks.

CQC have introduced targeted inspections to follow up on Warning Notices or to check specific concerns. They do not look at an entire key question, only the part of the key question we are specifically concerned about. Targeted inspections do not change the rating from the previous inspection. This is because they do not assess all areas of a key question.

We found no evidence during this inspection that people were at risk of harm from these concerns.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Home Instead Senior Care - Shrewsbury, Ludlow and Oswestry on our website at www.cqc.org.uk.

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner

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’s feedback about their experiences of using the service was overwhelmingly positive. People told us caregivers were exceptionally caring, thoughtful and they received a truly personalised service that exceeded their expectations. Caregivers and people they supported had built positive caring relationships based on respect for people’s individuality, independence and dignity.

The provider placed people at the centred of the service and consulted with them in all aspects of their care. People were empowered to take control of their care package and the support they needed to live the life of their choosing.

The service was flexible. People were regularly involved in reviewing the care and support provided to them and care packages were adapted to meet changes in people’s needs and choices. Communication between the service and people who received support was excellent.

Caregivers were exceptionally well supported, highly motivated, well-trained and committed to making a difference in the quality of life for people they supported. Caregivers were provided with ongoing training to ensure their skills and knowledge were up to date and in line with best practice. People told us they had every confidence in the staff team.

The registered manager fostered an open and supportive culture, focussed on delivering the best possible service for people the service supported. The management team were excellent role models in the delivery of high-quality care and support. Their positive leadership style focussed on independence and empowerment for people who used the service and caregivers alike.

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.

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 (report published 20 January 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.

Home Instead is a national franchise. A franchise is when a franchisee (the provider) has bought the right to sell a specific company's (the franchisor's) products in a particular area using the company's name. Home Instead Senior Care Shrewsbury, Ludlow and Oswestry is a domiciliary care agency that provides personal care and support to people in their own homes. At the time of our visit the agency was providing a service to 43 people however, only 18 people were receiving the regulated activity of personal care. The frequency of visits and duration across the service varied dependent on people’s needs.

There was a registered manager in post who was present during the inspection. 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 felt safe and comfortable with the care and support provided by staff. People received support when they needed from regular care staff who provided consistent support. The provider assessed and planned their staffing requirements based upon people's individual care and support needs.

People were protected from the risk of harm and abuse by staff who were knowledgeable about the different signs of abuse and knew how to report concerns. The provider completed checks on new staff to ensure they were suitable to work with people in their own homes.

Risks associated with people’s needs and their environment were assessed and guidelines put in place for staff to support them safely. Accident were appropriately recorded and action taken to prevent them happening again.

People received support to take their medicines as prescribed and accurate records were maintained. Staff monitored people’s health and arranged health care appointments when required.

People were supported by staff who had the necessary skills and knowledge to meet their needs. Staff were positive about the training opportunities offered and the support they received to fulfil their roles. Staff felt valued and listened to.

Staff sought people’s consent before supporting them and provided people with information in way they could understand to enable them to make decisions for themselves.

People were pleased with the care and support they received. People felt staff were kind and caring and had built positive relationships with them. People were given choice and felt involved in decisions about their care and supported. Staff treated people with dignity and respect.

People’s received care and support that was personal to them and took into account their preferences and routines. People were supported by staff that knew them well and were able to respond to changes in their needs in a timely manner.

People and their relatives were encouraged to give their views on the quality of the care and support provided. People felt able to raise complaints and were confident that any concerns would be dealt with promptly.

The registered manager had a clear vision for the service which was shared and worked towards by staff. There was an open and inclusive culture where the registered manager encouraged and respected the views of people, their relatives and staff.

The registered manager was committed to delivering good quality care and had a range of checks in place to monitor the quality and safety of the service. They used their finding to make improvements to the service.