Background to this inspection
Updated
26 September 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.
Our comprehensive inspection was announced. We gave the provider 48 hours’ notice of our inspection as we needed to be sure someone would be in the office to speak with us. Inspection activity began on 29 August 2018 when we called people who used the service, relatives and staff by telephone. We attended the office on 4 September 2018. The inspection was carried out by one inspector and an assistant inspector.
Before the inspection we reviewed the information, we held about the service, and notifications about incidents which the provider is required to send us. We also contacted other bodies such as the local authority, safeguarding teams and Police to ask if they held any information about the service. We did not receive any information of concern.
We asked the service to send a provider information return (PIR) before this inspection. This is information we require providers to send us at least once 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 with five people who used the service and two people’s relatives by telephone, and three members of staff. We visited the office and spoke with the registered manager, director of services and the head of human resources and recruitment. We looked at three people’s care records including medicines administration records and daily notes, four recruitment files and other documentation relating to the running of the service.
Updated
26 September 2018
The inspection took place on 29 August and 4 September 2018. Both days were announced to make sure someone would be available. This is the first inspection the service has received since moving premises in 2016.
This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to older adults who may have a sensory impairment. At the time of inspection there were 56 people receiving personal care.
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.
Staff competency was assessed before they worked with people and periodically during their employment. Staff, people and their relatives told us they could speak to the staff or manager if they had any concerns. The management team carried out formal supervisions and visual observations to make sure staff delivered good and safe care. We spoke to the registered manager to ensure actions were recorded and carried forward to ensure these were always followed up with staff. We saw staff received an annual appraisal. We saw staff meetings were in place and weekly newsletters and surveys were sent out to people and their relatives yearly.
People told us they felt safe with the care and support they received from staff and told us they felt staff were kind and compassionate towards them. Staff were aware of safeguarding procedures and how to follow these. Staff had completed an induction and were allocated to support people in relation to their care and cultural needs.
Staff were sufficiently trained and knowledgeable about their roles and responsibilities.
People told us they were supported to eat and drink. Staff supported them to healthcare appointments and provided personal care as required to meet people’s needs.
Medicines were managed, stored and administered safely.
There was a complaints procedure in place. People who used the service, their relatives and staff knew how to complain. Complaints and compliments were dealt with in accordance with the agency policy.
Accidents and incidents were recorded and trends and patterns were analyses by the management team.
There were systems in place to assess and monitor the quality of the service. Staff said there were good leadership within the service which promoted an open culture.