The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well-led?The summary below describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.
If you want to see the evidence that supports our summary please read the full report.
This is a summary of what we found:
Is the service safe?
People's needs had been assessed and individual care plans drawn up to meet people's needs. These assessments and plans included consideration of risks to the person and how these could be managed to keep the person safe. There were arrangements in place to deal with foreseeable emergencies. We were told by staff members we spoke to that they were able to contact a manager when they needed to.
A copy of the local Safeguarding policy and procedures was in place and available to staff. We looked at staff training records and saw that staff had received training on safeguarding and on the Mental Capacity Act. We spoke with three members of staff who were all able to tell us what they would do in the event of abuse being witnessed, suspected or alleged. We found the provider had taken appropriate action when abuse had been alleged.
There were enough staff to meet the needs of the 160 people cared for by Care Force. People told us they were, "Very happy with the staff" and that they, "Wouldn't be without them". Another person said, "They're excellent and they work very hard". The three members of staff we spoke with commented that the provider tried to ensure consistency of staff with one saying, "They try to keep you to the same clients because they get to know you".
Staff personnel records contained all the information required by the Health and Social Care Act 2008. This meant the provider could demonstrate that the staff employed were suitable and had the skills and experience needed to support people.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to health and social care services. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff have been trained to understand when an application should be made, and how to submit one.
Is the service effective?
People told us that they were happy with the care they received and felt their needs had been met. It was clear from what we saw and from speaking with staff that they understood people's care and support needs and that they knew them well. Staff had received training to meet the needs of people.
The provider told us, "We go the extra mile to accommodate people". People said they were provided with regular staff who knew them well. One person said, "I wouldn't be without them".
Is the service caring?
We found that people who used the service understood the care and treatment choices available to them. We saw in care plans that people had been involved in drawing up and agreeing their plans. We visited two people in their own homes who told us they were involved in the planning and review of the service they received.
We spoke with family members of two people, who told us that care and treatment choices had been discussed with them. One staff member we spoke with told us, "Care plans are always agreed with the person or their family".
Is the service responsive?
We found the provider listened to people's views and made changes to the service provided as a result. We saw the provider made changes to the staff supporting people as a result of comments received from people and their families.
The provider had in place a system of person centred planning. This involved a written statement which was called this is me, which gave an overview of the person's life history, their likes and preferences. Records showed that people were supported in line with these plans.
People were supported to maintain relationships with their friends and relatives.
Is the service well-led?
People's views had been obtained by the provider along with the views of family representatives and staff. We found the provider took these views into account and made changes to the service provided.
Regular spot checks were carried out by the provider to ensure staff were working in accordance with people's care plans.
Staff we spoke with told us they received sufficient training and supervision to carry out their roles effectively. We looked at staff training records and saw that training was planned and provided. One staff member told us, "They support you with training" and another said, "The teamwork at Care Force is great, everyone works together well". The provider was able to provide evidence that most of the staff held vocational qualifications relevant to their role.
The provider had taken action to address areas identified for improvement by the county council following an annual contracting monitoring review carried out in 2013.