Background to this inspection
Updated
2 May 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This announced comprehensive inspection was carried out by one inspector on 15 and 19 March 2018. We gave the service notice of the inspection visit because we needed to be sure that someone would be available to support the inspection.
The inspection site visit activity started on 15 March 2018 and ended 23 March 2018. On the first day of 15 March 2018, we visited the head office whilst we were inspecting the provider’s other domiciliary care service. Because this service had the same provider, registered manager and deputy manager we reviewed some evidence relating to this service. The reports for both of the inspections will be the same as the other location in parts. We spoke with the registered manager, the deputy manager, the chief executive of the Trust, a registered nurse, the administrator and a member of the human resources staff, and two care workers. We reviewed two care worker’s recruitment records and records relating to the management of the service, including audits and training records.
On 19 March 2018 we visited the location office and again met with the registered manager and deputy manager. We also spoke with the administrator, and five care workers. We reviewed eight people’s care records and records relating to the management of the service.
On 23 March 2018 we spoke with seven people who used the service and four relatives on the telephone.
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. We also reviewed all other information sent to us from other stakeholders for example the local authority and members of the public.
Prior to our inspection we sent questionnaires to 27 people using the service, 27 to relatives, 28 to staff and five to community professionals. This was to gain feedback about the service provided. We received completed questionnaires from 13 people, three from relatives, 15 from staff and one from a community professional.
Updated
2 May 2018
This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this announced comprehensive inspection of 15 & 19 March 2018, there were 45 people who used the service. We gave the service notice of our inspection to make sure that someone was available.
The location of All Hallows Homecare - Lowestoft was registered in October 2016 and this was their first inspection.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
There were systems in place designed to keep people safe from harm and abuse. Where incidents occurred these were learned from and used to drive improvement in the service. There were infection control processes and procedures in place to reduce the risks of cross infection. There were arrangements in place to provide people with their medicines safely, where they needed this support. There were safe recruitment systems in place and the service ensured there were enough staff to cover the required care visits.
People were cared for and supported by care workers who were trained and supported to meet their needs. Where required, people were provided with the support they needed to meet their dietary needs. People were supported to access health care professionals, where required, to maintain good health. The service worked with other professionals involved in people’s care to provide an effective and consistent service. The service was working within the principles of the Mental Capacity Act 2005. People’s consent was sought before any care was provided.
People told us that their care workers were respectful and caring. Care records guided care workers in how people’s privacy, dignity and independence was promoted and respected. People were involved in making decisions about their care and support. People’s views and preferences were valued and listened to about how their care was planned for and delivered.
People received care and support which was assessed, planned and delivered to meet their specific needs. There were systems in place to provide people with the care and support they wanted as they neared the end of their life. There was a complaint procedure in place and people knew how to raise a complaint about the service they were provided with.
There was an open and empowering culture in the service. People were asked for their views of the service and these were valued and acted on. There was a quality assurance system in place and shortfalls were addressed. As a result the quality of the service continued to improve.