Background to this inspection
Updated
4 April 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection was carried out by one inspector.
Service and service type:
This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides personal care to adults with a range of support needs, including people living with dementia, a learning disability and physical disability.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection:
We gave the service short notice of the inspection because we wanted to visit people in their homes or telephone people’s families and we needed support from the registered manager to arrange this.
What we did:
On the 15 March 2019 we telephoned and spoke with two relatives of people who received support from the service.
On the 18 March 2019 we visited the office location to see the registered manager, and review care records and policies and procedures relating to the service. We also visited a person in their home to ask their opinions about the care they received and to look at their care records. During this visit we also spoke with a support worker and a care coordinator.
We used information the provider sent us in the Provider Information Return. 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.
Prior to the inspection visit we gathered information from other sources. We looked at the information received about the service from notifications sent to the Care Quality Commission by the registered manager. We also spoke with the local authority commissioners and care professionals.
Updated
4 April 2019
About the service: Pillar Nursing Placements is a domiciliary care agency registered to provide personal care. The agency office is based in the Upperthorpe area of Sheffield. The agency provides support with nursing personal care, domestic tasks and companionship. The Care Quality Commission (CQC) only inspects the regulated activity of ‘personal care’ being provided to people who use the service. However, we do take into account any wider social care provided. At the time of our inspection the service was providing personal care to one person.
People’s experience of using this service:
People were safe, processes and practices protected people from abuse, there were enough staff to ensure people’s needs were met. Staff recruitment followed safe practices. We observed staff had time to provide care and support in a positive way. People’s medicines were managed safely. Risks to people were identified and managed in a way that did not restrict their freedom. People were protected by the prevention and control of infection.
One person who we could not verbally communicate with was able to express their happiness and satisfaction with the care they received and the staff who supported them by facial expression (smiles), body language and gestures.
People were comfortable in the presence of the staff and when people showed they needed assistance this was provided. We saw a person being supported in the community. The staff member showed patience and care with the person as they were crossing a road on the way to the shops, they did not rush them whilst ensuring they stayed safe.
Staff supported people to make their own decisions and choices. Staff were knowledgeable and understood the principles of the Mental Capacity Act. Where people required support with diet this was provided by staff. People were supported to receive a nutritious and balanced diet. Staff received effective training to fulfil their roles and responsibilities and were supported.
Relatives spoke positively about the care and support their family member received. They told us staff were kind and caring, maintained the person’s dignity and respected them.
People received personalised support from staff who knew them well. Staff had built positive relationships with the people they cared for and supported. Staff supported people to retain their independence and for them or their advocate to remain involved in planning and reviewing their care. This helped to ensure care was provided in accordance with people’s preferences.
There was a complaints procedure available which enabled people and relatives to raise any concerns or complaints about the care or support they received. Relatives we spoke with said they had no concerns but would not hesitate to talk with the registered manager if required.
Staff worked closely with a range of community care professionals to promote good outcomes for people. Feedback from care professionals involved with the service was very positive.
The service was consistently well-led. Relatives said they had regular contact with the registered manager and felt the service was ‘well run’. Staff felt well supported by the registered manager.
The registered manager and care coordinator carried out a wide range of quality checks and audits of the service to make sure the care and support provided was of high quality. Feedback from people, relatives, staff and care professionals was regularly sought, so they could contribute to ongoing improvements within the service. This supported the continuous improvement of the service.
Rating at last inspection: This was the first inspection since the provider registered with CQC in March 2018.
Why we inspected: This was a planned inspection based on the registration date. The service has met the characteristics of Good in all key questions.
Follow up: We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk