About the service Chase Care and Support Services Hednesford is a domiciliary care agency providing personal care to 60 people at the time of the inspection.
People’s experience of using this service and what we found
People felt safe. Staff understood how to keep people safe and effective systems were in place to protect people from abuse. People’s risks were assessed and staff understood how to manage risk to people. People were supported by a sufficient number of safely recruited staff. Staff attended calls on time and stayed for the duration of their call. People’s medicines were administered to them safely in line with their care plans. Medication administration records were completed to show when medicines had been administered and personal protocols were in place to guide staff when to administer ‘as required’ medicines. Staff understood how to prevent the spread of infection and wore personal protective equipment. When things went wrong, this was immediately investigated and action was taken to reduce the risk of reoccurrence.
People’s needs were assessed in a personalised way and their diverse needs were considered. Care was delivered in line with people’s assessed needs. People were supported by well trained staff with the skills required to meet people’s needs. People were supported to eat and drink in line with their care plans. People were supported to access health professionals when needed and accessed support in a timely manner. 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 were supported by kind and caring staff who treated them with respect. People were supported by a continuity of staff that enable them to build a rapport. People were supported to make decisions regarding their own care. People’s dignity was respected by staff and staff ensured they shut doors and covered people when providing support with personal care to protect their privacy. People were encouraged to do as much as they could for themselves to promote their independence.
People had personalised care plans in place that staff understood and followed to ensure their needs and preferences were met. People’s communication needs were considered and the provider gave information to people in a way they understood. People were encouraged to maintain positive relationships with their families. Complaints were investigated and responded to in line with the complaints policy. People were confident any concerns would be addressed.
People were supported by a service that promoted an open and person-centred approach that promoted good outcomes for people. The registered manager was open and honest and understood the duty of candour. Effective audit systems were in place to check the quality of the service. Any concerns identified through audit checks were addressed in a timely manner. People and their relatives were involved in the running of the service and asked for feedback via quality review forms. The registered manager was proactive in learning and improving the quality of care people received. The provider worked closely with health and social care professionals.
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 (published 27 September 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.