This was an announced inspection that took place on 20 May 2016.Evolving Care is a domiciliary care service providing care and support for older and younger adults. The service specialises in the care of people with dementia, eating disorders, learning disabilities, mental health conditions, physical disabilities, sensory impairments, and people who misuse drugs and alcohol. The service’s offices are based in Leicester.
At the time of our inspection there were 23 people using the service.
The service had a registered manager. This 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.
People told us they felt safe using the service. One relative told us they found it reassuring that the staff wore uniforms and carried identification so it was easy to check they were who they said they were
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All the staff we spoke with were trained in safeguarding and knew what to do if they had concerns about the well-being of any of the people they supported.
The service employed enough staff to meet the needs of the people they supported. If people needed the support of two staff this was provided. Staff had been safely recruited to reduce the risk of unsuitable people working for the service. People told us they were satisfied with how staff supported them with their medicines.
Staff were knowledgeable about their roles and had received the training they needed to enable them to provide effective care to the people using the service. Staff had access to a wide range of up-to-date training materials. Management supported the staff to increase their skills and knowledge through training.
If people needed assistance with eating and drinking staff provided this. Staff understood people’s healthcare needs and knew how to support them to maintain good health. They also knew who to contact, including healthcare professionals, if a person appeared unwell.
People using the service and relatives told us the staff were caring and kind and treated them with dignity and respect. They said staff communicated well with them and were sensitive to the fact that the care and support took place in their own homes. They also told us that having mostly the same staff enabled them to build up trusting relationships with them.
Some people using the service had first languages other than English. This was reflected in the staff team. The service matched people with staff who spoke the same first language where possible to make communication easier.
People using the service and relatives told us the staff provided personalised care that met their needs. They said calls were usually punctual and staff stayed for their allotted time and kept records to demonstrate this. Some care plans and risk assessments lacked detail and the registered manager said she would re-write them as necessary.
The management and staff were in frequent communication with the people using the service and relatives in order to check that they were satisfied with the care and support provided. People told us staff listened to them and acted on any concerns they might have. The quality of the service was subject to continual monitoring and audit and if improvements were needed these were identified and carried out.