Background to this inspection
Updated
13 August 2021
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of two inspectors and an Expert by Experience. 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 homes.
The service had a manager registered with the Care Quality Commission. This means 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 24 hours’ notice of the inspection visit. This was because it is a small service and we needed to be sure that the registered manager would be in the office to speak with us.
Inspection activity started on 23 July 2021 and ended on 27 July 2021. We visited the office location on 23 and 27 July 2021.
What we did before the inspection
We reviewed information we had received about the service since it was registered. 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 of this information to plan our inspection.
During the inspection
We spoke with nine people and their relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, a field care supervisor, a care co-ordinator and five care staff.
We reviewed a range of records. This included seven people's care records and three people’s medication records. We looked at three staff files in relation to recruitment, induction, supervision and spot checks. 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 sought written feedback from four health and social care professionals who regularly liaised with the service. We considered their feedback when making our judgements in this report.
Updated
13 August 2021
About the service
Caremark Bournemouth is a domiciliary care agency. It provides personal care and support to people living in their own homes. Not everyone who used the service received personal care. At the time of this inspection 21 people were receiving the regulated activity of personal care from the service. 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
We have made a recommendation for the provider. The recommendation covers improving some areas of governance systems and processes.
People were protected from abuse and avoidable harm. People felt safe with staff, who had the appropriate training and skills to provide care safely and effectively.
Risks to people were assessed and regularly reviewed. Staff understood the actions needed to minimise the risk of avoidable harm including the prevention of infection.
Safe recruitment practices were followed, and appropriate checks completed to ensure that only suitable staff were employed. There was an ongoing process of staff recruitment to ensure people were supported safely and effectively. Staff received a detailed induction and were well supported through a programme of regular supervision and training.
People, relatives and health and social care professionals spoke positively about the service Caremark Bournemouth provided. People received personalised care which was responsive to their individual needs. Staff had a good understanding of the care and support people needed and provided this with kindness, care and compassion, whilst respecting their privacy and dignity.
Staff supported people to take medicines safely. Staff were trained in medicines management and knew how to ensure that people received their medicines on time and as they had been prescribed.
People received their care from a small, consistent team of care staff who knew people’s care and support needs well. People were involved in their care and consulted when planning and agreeing their care and support 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.
Close working partnerships with other agencies and health and social care professionals had been formed which ensured people received appropriate care and support.
People and relatives knew how to raise any concerns and felt they would be addressed appropriately.
People, relatives and staff expressed confidence in the management team. People felt the service was well led, friendly and professional. Staff felt well supported in their roles and appreciated the open, supportive and caring approach taken by the management team.
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 18/12/2019 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.