Background to this inspection
Updated
9 August 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
One inspector, one assistant inspector and an Expert by Experience carried out this inspection.
An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. CQC does not regulate premises used for domiciliary care; this inspection looked at people’s personal care and support.
Notice of inspection
This inspection was announced.
The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.
Inspection activity started on 09 July 2019 and ended on 11 July 2019. We visited the office location on 11 July 2019.
What we did before the inspection
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We asked the local authority and Healthwatch for any information they had which would aid our inspection. Local authorities together with other agencies may have responsibility for funding people who used the service and monitoring its quality. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and five relatives about their experience of the care provided. We spoke with six staff members including the registered manager, two care coordinators and three carers.
We reviewed a range of records. This included three people’s care records. We looked at three staff files in relation to recruitment and staff supervision. In addition, we looked at a variety of records relating to the management of the service, including records of call times, quality monitoring checks and incident and accident records.
Updated
9 August 2019
About the service
Kensington Community Care Shropshire is a domiciliary care agency that provides personal care and support to people living in their own homes. It provides a service to older adults some of whom are living with dementia and younger disabled adults. At this inspection they were providing a regulated activity for 63 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People had inconstant experiences regarding the timeliness of staff members.
The management team did not have effective systems in place to identify inconsistencies in call times. When staff members changed the times of people’s calls the management team were unaware of this. As a result, the management team failed to act to ensure people received the care at the time they had agreed.
The provider had systems in place to respond to any complaints or compliments from people. However, most people we spoke with told us they didn’t raise any issues as they had little faith they would be resolved. This was specifically in relation to late call times.
People were protected from the risks of harm and abuse as staff members had been trained to recognise and respond to concerns. The management team made appropriate referrals to keep people safe.
The provider had assessed risks to people associated with their care and support. Staff members were knowledgeable about these risks and knew what to do to minimise the risk of harm to people.
When it was needed people received support with their medicines by trained and competent staff members.
Staff members were aware of the necessary action they should take in the event of an emergency.
Staff members followed effective infection prevention and control procedures when supporting people in their own homes. Staff members had appropriate personal protection equipment supplied by the provider.
The provider supported staff in providing effective care for people through person-centred care planning, training and one-to-one supervision.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were supported to refer themselves for additional healthcare services when required. When it was appropriate people were supported to maintain a healthy diet by a staff team who knew their individual preferences.
People received help and support from a kind and compassionate staff team with whom they had developed positive relationships.
People were supported by staff members who were aware of their individual protected characteristics like age, gender and disability.
People were supported to develop their independence whilst living in their own homes.
People were provided with information in a way they could understand.
The provider, and management team, had good links with the local communities within which people lived.
Enforcement
We have identified a breach in relation to the overall governance of Kensington Community Care Shropshire.
Please see the action we have told the provider to take at the end of this report.
Rating at last inspection
This was the first rated inspection of Kensington Community Care Shropshire.
Why we inspected
This was a planned inspection to formally rate the service provided.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.