InSafeHands Limited

Updated 16 July 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

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 houses and flats or specialist housing.

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.

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. We also needed to ensure that consent was sought from people using the service to us contacting them.

Inspection activity started on 6 June 2019 and ended on 12 June 2019. We visited the office location on 10 and 11 June 2019.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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 used all this information to plan our inspection.

During the inspection

We spoke with twelve people who used the service and eight relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, assistant manager, senior care workers and care workers. Three professionals provided us with positive feedback.

We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at a sample of staff files in relation to recruitment and staff supervision/ training. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.

Updated 16 July 2019

About the service:

InSafe Hands Limited is a domiciliary agency providing personal and nursing care to 41 people aged 65 and over at the time of the inspection.

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:

The service was planned around people's individual needs and was effective in meeting them. The service worked collaboratively with others so that each individual received an holistic and coordinated service

The service was planned effectively and well managed. There was clear leadership and oversight of the service. The registered manager was extremely knowledgeable, highly motivated and very well organised.

The support provided to people was seamless because there was a suitably experienced group of staff who could deputise in the registered managers absence. All staff had clearly defined and well understood roles. Communication between staff and the office was robust and this ensured the needs of people using the service were known. Any risks or changes in people’s needs were quickly identified and addressed.

The service had very robust systems in place to monitor compliance and help ensure the service was delivered in line with the organisational business plan. All aspects of the service took into account any relevant legislation and best practice. The service ensured compliance with its own key performance indicators through a series of checks and audits. They were not complacent and were constantly looking at ways of improving and making things better for people, families and the wider community.

It embraced new ideas and technology whilst also investing time and money its work force to be the best they could be. It acted on feedback and had a robust quality assurance system which put people at the heart of everything it did. It was open and transparent as demonstrated by its response to safeguarding concerns, complaints which were dealt with effectively.

Service delivery was safe and in line with the wishes and preferences of people. Timings of calls were monitored by an electronic system which ensured the safety of staff and meant people had their calls as planned. Any risks have been identified and planned for. Staff had sufficient knowledge about people to enable them care for people in line with their wishes and preferences. Staff had regular rounds which helped ensure continuity and people told us they got to know the staff and were able to rely on them and trust them.

People were supported to have maximum choice and control of their lives and staff supported support them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were very well organised and efficient. They demonstrated a caring, flexible attitude and real commitment to ensuring people came first. Staff said they were never rushed and took pride in their work. There were robust recruitment processes in place which helped ensure staff with the right values and skills were employed.

Staff were supported through training, observations of practice, supervisions and annual appraisal. These systems helped to support staff develop professionally. Senior staff spoken with had been promoted internally through the organisation and were given the opportunities develop. This helped the service to attract and retain staff which benefited people using the service. Most staff we spoke with were experienced with many years’ service.

The service embraced equality and diversity and helped ensure that the service reflected the needs of people using the service. The service was regularly discussed with people to help ensure that they had no concerns or if they had ideas about how the service could be improved upon. This was acted upon and the service was forward thinking and maintained high standards in everything they did whilst continuously trying to improve.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (report published 13 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

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.