Background to this inspection
Updated
4 November 2017
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 27 September 2017 and was announced. The provider was given notice because the location provides a domiciliary care service and we needed to be sure that someone would be at the location.
The inspection was carried out by one inspector.
Prior to the inspection we looked at information we held about the service. This included previous inspection reports and notifications sent in by the provider. Notifications are incidents the provider is required by law to submit to CQC.
Before the inspection, the provider completed 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.
During the inspection we looked at four people's care records, five staff files and other records relating to the management of the service. We spoke with the registered manager and four members of the care staff team.
Following the inspection we spoke with four people using the service and two relatives.
Updated
4 November 2017
This inspection was carried out on 27 September 2017. Countywide Caring Limited provides domiciliary care services to people who live in their own home. At the time
of our inspection there were 30 people with a variety of care needs, including people with physical disabilities or mental health needs, using the service.
We last inspected the service on 8 July 2015. At the inspection in 2015 the service was rated Good with an outstanding rating in well -led.
There was a registered manager in post. 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.
The service continued to be exceptionally well led by the registered manager, who was also the registered provider. The registered manager promoted a strong caring culture that valued everyone and promoted mutual respect. This culture ensured people received a personalised service that put them at the centre of everything the service did.
The registered manager used her skills and extensive knowledge to find innovative ways to improve the experience of people using the service. This included the importance of involving people in the wider community.
Without exception everyone we spoke with were extremely complimentary about all aspects of the service, particularly the caring nature of the staff. People described how staff were always prepared to go the extra mile to enhance people's well-being. Staff were passionate about their role and committed to providing a high quality service.
People were involved in their care and were supported to make decisions in respect of all elements of their support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
The service was responsive to people's needs and took prompt action to address people's changing conditions. Staff took time to get to know people and used this knowledge to enhance people's well-being, showing great empathy to people's situations.
Staff were highly skilled and supported to continually improve their knowledge through accessing training. Staff were motivated to access development opportunities and achieve national qualifications. They told us they were supported in a positive way when they had difficulties.
Medicines were managed safely. Staff were trained to ensure they were competent to administer people's medicines. Risks to people were assessed and there were effective plans in place to manage risks.
There were sufficient staff to meet people's needs. People told us staff were rarely late and no one we spoke with had experienced any missed visits.
There were effective systems in place to monitor and improve the service. This included systems to obtain feedback about the service.