Background to this inspection
Updated
25 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 apartments within Austen Place, Alton.
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 and ended on 14 January 2019. We visited the office location on 14 January 2019.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We reviewed information we held about the service such as registration reports and the statement of purpose for the service.
We used all of this information to plan our inspection.
During the inspection
We spoke with three people who used the service and one person’s relative about their experience of the care provided. We spoke with four members of staff including two duty managers, a care and support worker and the registered manager. We also spoke with the chef from the on-site restaurant.
We reviewed a range of records. These included two people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
25 January 2020
About the service
Yourlife (Alton) provides home care services to people who live in one of the leasehold apartments located in the grounds of Austen Place, Alton; if people wish to purchase a personal care service from the provider. People can also arrange personal care with external providers if preferred. At the time of our inspection four people received personal care from the provider.
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 were very happy with the care they received and looked forward to seeing staff. Their feedback included, “I cannot think of a better place to be” and “The provider understands what care is about and gets staff who also know what it is about, which makes life good.”
Processes and systems were in place to protect people from the risk of abuse. Staff supported people to manage identified risks to them, whilst respecting their rights and freedoms. Processes were in place to protect people from the risk of cross-infection. People received their medicines safely, from trained staff. There were sufficient numbers of suitable staff to support people and people could access assistance out of office hours if required.
People received effective care that was planned and delivered in accordance with current legislation and guidance. People were supported by staff who were appropriately trained and skilled. Staff assessed and monitored people’s food and drink requirements. Staff worked across organisations to ensure people’s needs, including their health needs were met. Staff provided people with relevant information about how to manage their health care needs.
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 knew and respected the people they care for and supported. People enjoyed their interactions with staff. They told us, “I have a good relationship with staff.” People were encouraged to express their views and to make decisions about their care. Staff promoted people’s privacy and dignity during the provision of their care.
People received personalised care, tailored to their needs and preferences. People had formed friendships within the service and were able to participate in a range of activities to reduce social isolation. There were good links with the local community, which increased people’s opportunities for social inclusion.
The service was led by an experienced manager whom people and staff had confidence in. Staff were well motivated in their role. The registered manager sought the views of both people and staff about the service, and these were acted upon.
Processes were in place to monitor the quality of the service provided and to enable people to make a complaint if they needed to. People felt confident any issues they raised would be addressed.
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 14/12/2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
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.