Harbour Home Care is a community service that provides care and support to people in their own homes. The service also provide additional support to three people who live in residential care homes. The service provides help with people's personal care needs, meal preparation, shopping and housework. Staff also support people to access the local community and enjoy activities of their choice. The service covers the Redruth, Camborne and Pool area. The service mainly provides care and support for people at key times of the day to help people get up in the morning, provide support at mealtimes, and help people to go to bed at night. Staff also support people out in to the local area, carry out light housework and shopping tasks.
At the time of this inspection 13 people were receiving a service. These services were funded either privately or through Cornwall Council funding.
We carried out this announced inspection on the 26 September 2017. This inspection was announced a few days in advance in accordance with the Care Quality Commission's current procedures for inspecting
domiciliary care services. At the last comprehensive inspection on 9 September 2015 the service was meeting the requirements of the regulations. The service was rated as 'Good'. The service was found to remain 'Good' at this inspection.
People were treated with kindness and respect by staff. People told us, "They are all very nice kind caring people I look forward to them coming" and "They are all very kind and we have a laugh, cheers me up." People were asked how they would like their care to be provided. For example, some people preferred to have only female care staff to carry out their personal care, and this was clearly recorded and respected.
Families told us, "They introduced her to knitting, they sometimes bring her home made jam, she looks forward to them coming" and "When mum went into hospital they visited her and held her place for her care, we reviewed it and it restarted when she came out" The management of the service was reported to be effective. Comments included,"We have regular contact with the co ordinator the communication is good they will call me if there are any changes to the rota" and "They have never missed coming, the times can vary but I don't mind that I know they will always arrive."
People were supported by staff who knew how to recognise abuse and how to respond appropriately to concerns. The service held an appropriate safeguarding adults policy which provided information and guidance for staff. The management team monitored staff training and provided them with regular update training in relation to safeguarding adults.
Risks were identified and assessed for staff to provide support to people in their own homes. The assessments related to all aspects of people's daily lives and were assessed and planned for to minimise the risk of harm. People's care plans held risk assessments which directed staff on how to reduce identified risks whilst supporting people to remain as independent as possible. However, two people who lived in a residential care home and were supported to go out in to the community with staff, did not have all the necessary risk assessments to support them when travelling in cars and moving around out in the local area. The management team assured us this would be immediately addressed.
Staff were supported by a system of induction training, observations and appraisals. Staff received training relevant for their role and there were good opportunities for on-going training and support and development . One staff meeting had been held in June 2017. Formal staff meetings were not held regularly but staff had easy access to support should they need it. Staff met up with the management team weekly at the office, to collect rotas and personal protective equipment such as gloves and aprons. Staff told us, "I am very happy, it is a good team, we do a good job" and "I can always get support when I need it, they (management) always answer the phone and even come right out to help if needed out of hours."
Recruitment processes were robust. References were taken up and Disclosure and Barring Checks (DBS) carried out. This helped ensured staff were safe to support vulnerable people and work alone in people's homes. The service had identified the minimum numbers of staff required to meet people's needs and these were being met. The service had no vacancies at the time of this inspection. However, the registered manager and deputy manager had given notice of leaving shortly after this inspection. The provider assured us that the management arrangements for the service during the period before new management could be appointed was robust.
The service held an appropriate Mental Capacity Act 2005 (MCA) policy. People's rights were protected because staff acted in accordance with the MCA. The associated Deprivation of Liberty Safeguards policy held at the service did not contain information for staff about the process for referring a person to the Court of Protection should they be found to be restricted in their own homes. We were assured by the provider this would be addressed immediately.
Care plans were well organised and contained clear, accurate and up to date information. Care plans were reviewed regularly and people's changing needs recorded. People, and where appropriate relatives, were included in their own reviews. People were asked to sign in agreement with their own care plan were they were able to do so.
The registered manager was also the registered manager for another residential service in the Anson Care group. Whilst the registered manager had overall responsibility for the running of the service they worked in the Harbour Home care service for one day a week. The day to day management of the service was mainly carried out by the deputy manager, supported by a senior carer and a motivated team of carers. The provider's management team was also available to support the service.
There were quality assurance systems in place. People were asked for their views in a formal survey earlier in 2017. Responses were very positive from people who were pleased with the service they received. The deputy manager visited people in their own homes regularly to seek their views and experiences of the service. They also observed staff competencies, and provided direct care and support to people. This meant they were aware of the culture of the service at all times.
People commented, "They (staff) are nicely on time, polite, well dressed and respectful people," "I just can't think of anything they could do better" and " The manager comes out sometimes and does my care, she chats about everything and makes sure all is ok."