Constant Healthcare Ltd

Updated 16 March 2018

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 inspection took place on 9 January and 22 January 2018 and was announced. The provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be able to support us with our inspection. The service provides personal care to people living in their own houses and flats in the community.

The inspection team consisted of one adult social care inspector and an expert-by-experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert by experience on this occasion had experience in caring for older people and people who use regulated services.

Prior to the inspection we reviewed all the information we had about the service including statutory notifications and other intelligence. We also contacted the local authority commissioning and contracts department, safeguarding, infection control, the fire and police service, environmental health, the clinical commissioning group, and Healthwatch to assist us in planning the inspection. We reviewed all the information we had been provided with from third parties to fully inform our approach to inspecting this service.

We used information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least annually to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection we spoke to the nominated individual, the registered manager and three members of staff. A nominated individual is a person who is responsible for supervising the management of the regulated activity provided. Following the inspection we spoke on the telephone with five relatives of people who used the service as the people receiving care were unable to speak to us and received feedback regarding the service from one healthcare professional.

Updated 16 March 2018

The inspection of Constant Healthcare Ltd took place on 9 and 22 January 2018.

This was the service’s first inspection since their registration with the Care Quality Commission on 15 September 2016.

Constant Healthcare Ltd is a domiciliary care agency that provides personal care for adults. People who use this service have a wide range of needs including younger and older people who are living with a diagnosis of dementia, mental health needs and physical disabilities. At the time of our inspection eight people were receiving support from this provider.

The service had a registered manager in place. 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.

We recommended the provider takes steps to meet the Accessible Information Standard.

We found the service was safe. Staff had received safeguarding training and knew how to recognise the signs of abuse. Risk assessments and risk reduction plans were in place to support staff and minimise the risk of avoidable harm.

Safe processes were in place for the recruitment of staff. Risk assessments were in place and people were protected from the risks associated with infection control.

Staff had received training and were assessed as competent to administer medication. Medicine supporting documents were retained with the medicine administration record (MAR) for audit purposes and were audited on a regular basis.

People received effective support and care. People and their relatives felt staff had the right skills to do their job effectively. Staff received induction and appropriate training.

People were actively supported to remain independent and have control of their lives. People were supported to maintain their interests and activities.

Staff demonstrated an understanding of the principles of the MCA and how this related to their daily duties.

Staff treated people with kindness and compassion.

Care plans were person centred and detailed. Care plans took into account people’s religious, ethnic and cultural needs. People and relatives were involved in their care planning. People’s privacy and dignity was respected.

Care plans were reviewed and updated when necessary. Care plans were securely stored.

The service had a complaints policy in place and relatives knew how to make a complaint.

Relatives told us the service was well led.

Regular audits were undertaken to review and improve the service provided.

Staff told us there was an open culture and felt supported by the managers.

Relatives and staff were asked to provide feedback on the service. We found the nominated individual and registered manager were committed to listen and learn from experiences and to continue to develop the service for the benefit of the people they supported.