Background to this inspection
Updated
18 June 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
This inspection was completed by 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 houses and flats and specialist housing.
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
We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 5 May 2022 and ended on 10 May 2022. We visited the location’s office on 5 May 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. 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, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager and care workers.
We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at three 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
18 June 2022
About the service
Loving Angels Care (Northampton) is a domiciliary care agency providing personal care to people living in their own homes. 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. At the time of the inspection 80 people were receiving personal care.
People’s experience of using this service and what we found
Medicine management required improvements. Records were not always clear regarding administration, dosage and reasons for ‘as required’ medicines being given.
Risks were not always assessed or mitigated. People with known risks did not always have details for staff regarding how to respond to certain situations.
Some people and relatives did not always feel staff stayed the allocated time. Records were not consistently completed to evidence support was offered for tasks required.
Care plans required more information to support staff in understanding people’s individual needs and what activities they required support with.
Systems and processes to ensure oversight of service required improvement. Audits completed did not always identify shortfalls.
Staff received training and support when they started with the company and training was then ongoing. However, some training was not evidenced.
People were supported by staff who knew them well and had been safely recruited. People told us they felt safe with staff. Staff wore appropriate personal protective equipment and followed government guidance on COVID-19.
Staff felt supported within their roles and described the registered manager as approachable and supportive.
People were supported to access healthcare as required and people told us staff supported them in being referred to specialist professionals such as occupational therapist.
People, relatives and staff were offered the opportunity to feedback on the service. Action plans were then completed in response to these. Lessons learnt were shared with staff to improve the service.
People described staff as kind, caring and respectful. Staff were aware of how to report any concerns about neglect or abuse and were confident if they raised a concern It would be addressed.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service under the previous provider was requires improvement, (published 28 November 2019). The service remains rated requires improvement.
Why we inspected
This was a planned inspection due to the change of provider .
Enforcement and Recommendations
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 medicines, risk assessment and oversight at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.