Ashton Domiciliary Care Agency

Updated 3 January 2020

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.

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 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.

Inspection activity started on 29 November 2019 and ended on 4 December 2019. We visited the office location on 3 December 2019.

What we did before inspection

We reviewed information we had received about the service since the last inspection. This included statutory notifications sent to us by the registered manager about events that had occurred at the service. A notification is information about important events which the provider is required to tell us about by law.

The provider was not asked to complete a 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 of this information to plan our inspection.

During the inspection

We spoke with three people and four relatives by telephone to find out about their experience of the care provided. We visited the office and spoke with the registered manager, provider, deputy manager, administrator and one carer. We reviewed a range of records. These included three care records, three staff files and records relating to the management of the service. We visited two people in their homes and met with one relative. We observed a carer during these home visits and how they supported people. We looked at the care records and daily notes completed by care staff in the home.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found. We looked at the statement of purpose and feedback survey results. We telephoned and spoke with two members of care staff. We received feedback from a vocational training assessor who works closely with the service.

Updated 3 January 2020

About the service

Ashton Domiciliary Care Agency is a domiciliary care agency that provides personal care for people living in their own homes. The agency specialises in caring for people with mental health needs. At the time of this inspection, 25 people were receiving personal care support from the service.

People’s experience of using this service and what we found

People spoke extremely positively about the service and the care they received. With support from staff, people had greatly improved their quality of life. They were supported not only with their care needs but in gaining the confidence to go out in the community, enjoy new experiences and socialise with others. They were encouraged to maintain and re-establish relationships with family and friends and to look ahead to what they would wish to achieve in the future. One person wrote, ‘I now have my life back, not just an existence’.

People received exceptional care and support from a staff team who valued and celebrated individuality and diversity. Care was highly personalised to meet people's needs. Staff worked creatively to establish communication with people, so their views could be heard. People expressed confidence that they could raise any issues or concerns with any member of staff or the management team and that these would be addressed. A relative said, “I’d recommend them to anyone, very good indeed”.

Staff had confidence supporting people at the end of their lives and were proactive in helping people make plans and arrangements, so their wishes were known.

Strong relationships were formed between staff and people due to the continuity of staff and the very caring approach of staff members. We observed positive and caring relationships between people and staff. People were encouraged to be involved in decisions relating to their care and were treated with dignity and respect.

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. Staff supported people to access healthcare services and would advocate for them when required. People were supported in their independence and in gaining skills, such as in preparing meals for themselves.

Care staff were well informed about risks to people's health or wellbeing and knew how to deliver their care safely. People said staff arrived on time and they were informed in advance of which carers would be supporting them. Staff supported people to take their medicines or reminded them when they were due. People were protected from the risk of infection. Everyone we spoke with felt safe in the company of staff.

People spoke positively about the staff who supported them and had confidence in their skills and

experience. Staff had regular supervisions and an annual appraisal.

People benefited from a well led service. The registered manager had shaped a culture where people were at the heart of the service. There was a clear leadership and management structure in place which helped to ensure staff were clear about their role and responsibilities. The service was well organised and had a range of systems in place to ensure its smooth operation and to support good communication. In the provider’s survey a relative commented, ‘I always give them a glowing report. Couldn't be without them’.

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

Rating at last inspection

This service was registered with us on 3 December 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the registration date of the service.

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.