Background to this inspection
Updated
17 April 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 checked 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 20 and 21 February 2018 and was announced. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that the registered manager would be available to assist with the inspection. The inspection was carried out by one inspector supported by 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.
Inspection site visit activity started on 20 February 2018 and ended on 21 February 2018. It included making telephone calls to people who used the service. We visited the office location on 20 February 2018 to see the registered manager and office staff; and to review care records and policies and procedures. Telephone interviews by the inspector and the expert by experience were carried out between 20 and 21 February 2018. This was so we could gain feedback about people’s experiences of the service.
We contacted representatives of the local authority who funded people supported by the service, for their feedback. We received positive feedback from one health care professional .
The service had submitted a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the information provided in the PIR and used this to help us plan the inspection.
Prior to the inspection we reviewed all the current information we held about the service. This included any notifications that we received. Notifications are reports of events the provider is required by law to inform us about. We also reviewed the responses from questionnaires sent out by CQC to people who used the service, staff and community care professionals.
During the inspection we spoke with the registered manager, one quality officer, two senior care staff and five care staff. We contacted 15 people receiving care and four of their relatives. We examined a sample of ten care plans and other documents relating to people's care. We looked at a sample of other records related to the operation of the service, including eight recent recruitment records, training and supervision, staff handbook, service user guide, meeting minutes, audits and quality assurance.
We also viewed the safeguarding, recruitment, equality and diversity, infection control, medicines, complaints and promoting privacy, dignity, respect and choice in care policies.
Updated
17 April 2018
The inspection took place on 20 and 21 February 2018 and was announced. We gave the registered manager short notice because the location provides a domiciliary care service and we wanted to ensure the registered manager was available.
This was My Life Living Assistance (Folkestone) first inspection since they registered with the Care Quality Commission (CQC) in October 2016.
Not everyone using the service receives regulated activity; 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 take into account any wider social care provided.
My Life Living Assistance (Folkestone) provides personal care and support to people in their own homes in Dover, Deal, Ashford, Romney, Hythe, Sandgate and surrounding areas. At the time of the inspection the service was providing care for 172 people. This included younger and older adults, people living with dementia and people with a learning or physical disability. It also provided a live in care service.
There was a registered manager at the service. 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 and their relatives told us they felt safe with the people who supported them. Staff files showed the recruitment system was robust and people employed had been checked via the Disclosure and Barring Service (DBS) to ensure they were suitable to work with vulnerable people.
The service had a relevant and up to date safeguarding policy and procedure and all staff had had training in safeguarding. People were protected from abuse by staff who were knowledgeable and had the right skills to meet their needs.
People said they received good quality care and that staff treated them with dignity, respect, kindness and care.
Systems were in place to make sure people received their medicines safely, which included key staff receiving medicine training and regular audits of the system. People told us they always received their medicines at the appropriate times.
Staff rotas showed there were enough staff to meet the needs of the people who currently used the service. There was an electronic call monitoring service in place and an out of hours on call system which helped ensure visits were not missed.
New staff received an induction which helped ensure they had the skills they required, before they started to support people in their own homes. Staff undertook face to face training in essential areas and shadowed experienced staff.
Staff were provided with training in infection control and food hygiene and understood their responsibilities relating to these areas. Systems were in place to reduce the risks of cross infection.
Risk assessments relating to people's health needs and the environment helped protect the health and welfare of people who used the service. People were supported to maintain good health. Where staff had identified concerns in people's wellbeing there were systems in place to contact health and social care professionals to make sure they received appropriate care and treatment.
Care plans included relevant information about people's health and well-being. People's nutrition and hydration needs were clearly documented, along with any allergies and special dietary needs. Care plans were person-centred and people's choices for their care and support were respected.
The service was working within the legal requirements of the Mental Capacity Act 2005 (MCA 2005). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; they understood the need to obtain consent when providing care. Staff had completed training in relation to the MCA 2005.
People told us and records showed that independence was promoted. There was a service user guide which included relevant information about the service.
People and, where appropriate relatives or representatives, were involved in reviewing care needs and felt their views were listened to. People received care and support which was planned and delivered to meet their specific needs.
Staff told us they felt very well supported by the management team. They said regular supervisions and appraisals were provided in line with the registered provider's policies.
Staff said communication at the service was very good and they felt able to talk to the registered manager and make suggestions. There were meetings for staff where they could share ideas and good practice.
There was an up to date complaints policy and procedure and complaints were dealt with appropriately. People and their relatives told us they could contact the management team when they needed to.
The service was well managed by a team who used various monitoring and audit systems to maintain effective governance. The views of people and staff were sought via telephone calls and quality assurance surveys, as part of on-going review of the service's performance.