Background to this inspection
Updated
23 August 2022
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced.
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.
What we did before the inspection
We reviewed information we had received about the service since their registration date. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well. We used all this information to plan our inspection.
During the inspection
We spoke with one person who used the service and two relatives about their experience of care provided. We were only able to talk to one person due to people being in hospital, on holiday or unavailable. We spoke with four members of staff including the registered manager, the owner and care workers.
We reviewed a range of records. This included three 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
23 August 2022
About the service
Dependable home care is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection7 people were receiving a regulated activity of personal care. 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
Risks to people had been identified but not always mitigated. For example, peoples specific health needs or concerns had been highlighted but information wasn’t always available for staff to follow. However, staff knew people well and how they wanted and needed to be supported.
The registered manager did not have an effective system in place to ensure care plans and risk assessments were up to date and held accurate information. The registered manager had not ensured staff had read and were aware of the content of the care plans and risk assessments. Staff had told us they had not seen any risk assessments, however, knew people well and how to support them.
People and their relatives told us they were happy with the care and support they received. One relative told us, “[Relative] is always very happy with the carers.”
Staff knew people well and understood their health concerns. Staff told us they knew how to support people who had a catheter or who were prone to pressure sores.
The registered manager regularly sought feedback from people and their relatives. The registered manager also told us this feedback would be given to staff as part of their continued learning.
People were kept safe from the risk of harm and abuse. People’s medicines were given on time and people were supported with medicines in the way they chose.
Staff had undertaken training relevant to their role to ensure they could support people effectively and appropriately. Staff worked well with other organisations and professionals such as district nurses.
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 new people well and how they wanted to be supported. People and their relatives told us staff were caring and kind. Staff supported people to be independent and ensured they promoted people’s choices and preferences.
Peoples care plans contained personal information such as their life history and hobbies. End of life care planning was discussed where appropriate with people and their relatives.
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 10 October 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date the service was registered.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to good governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.