Background to this inspection
Updated
24 June 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. 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 24 hours’ notice of the inspection visit because we needed to be sure the registered manager would be available to support the inspection.
What we did before the inspection
We reviewed information we received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. Due to the COVID-19 pandemic and in order to minimise our time spent in the office, we requested that several documents be sent to us by e-mail. For example, policies, procedures, business and contingency plans and details of staff training. We used all this information to plan our 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.
During the inspection
We visited the office on 25 May 2021 and spoke with the registered manager and one senior carer. We viewed a range of records including four care plans, medicine records, safeguarding, accident and incident reports and two staff personnel files. We looked at records about the governance of the service including complaints and auditing processes.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We spoke with two people, two relatives, two members of staff and two professionals.
Updated
24 June 2021
About the service
First Line Healthcare Limited is a domiciliary care agency. The agency provides personal care to people living in their own homes. At the time of the inspection, care was being provided to four people. Some were living with dementia and some had physical disabilities.
People’s experience of using this service and what we found
People told us they felt safe and protected from harm. This was supported by relatives and loved ones. Staff had completed safeguarding training and were able to tell us the steps they would take if they had concerns. Everyone had risk assessments relating to their specific care and support needs for example, diabetes and dementia. Accidents and incidents were recorded within people’s care plans and had been investigated. Staff had been recruited safely. Some people were supported with medicines by staff who had received appropriate training. The service had robust policies and procedures relating to infection prevention and control.
New staff completed a 12-week induction process. This was followed up with supervision and appraisal meetings and regular unannounced checks on staff working practices during care calls, by the registered manager. People had the same staff supporting them and staff had got to know people very well. Some people were supported with food and drink needs including checks on blood sugar levels for those living with diabetes. Staff understood the importance of gaining consent from people and had received training in mental capacity and best interests. 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.
People and relatives told us that staff were caring. People were treated in a dignified way; privacy was respected and independence promoted.
Care was provided in a person-centred way and people’s wellbeing was supported. Staff sometimes offered support to people to meet medical appointments and were aware of the importance of communicating clearly with people who required more time. No complaints had been made about the service but a policy was in place and easily accessible to people and their loved ones. No one was in receipt of end of life care at the time of the inspection but all staff told us they had previous experience in supporting people at this important stage of their lives.
The registered manager showed us business continuity and contingency plans which demonstrated a clear understanding of management of the service and vision moving forward. Everyone we spoke to, people, relatives, professionals and staff, spoke highly of the registered manager, their ongoing support, knowledge and presence when needed. Feedback was sought through questionnaires and day to day conversations. Auditing of all key areas of documentation was carried out by the registered manager.
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 2019 and this is the first inspection.
Why we inspected
This was a scheduled inspection on a previously unrated 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.