Updated 14 February 2019The inspection:
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.
The inspection was carried out by one inspector. There was also an Expert by Experience who made phone calls to people who used the service and their relatives. 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. It provides a service to older adults and younger disabled adults.
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:
The inspection was unannounced as we did not give them any notice. The inspection site visit activity started on 21 December 2018 and ended on 7 January 2019. It included speaking with the registered manager and provider, speaking with office staff and care staff who visited the office; we also reviewed care records, records relating to the management and oversight of the service and policies and procedures. The Expert by Experience made phone calls to people who used the service and their relatives within this time.
What we did:
We used the information we held about the service, including notifications, to plan our inspection. A notification is information about events that by law the registered persons should tell us about. We asked for feedback from the commissioners of people’s care to find out their views on the quality of the service. Also, prior to the inspection the provider would usually send us a Provider Information Return (PIR). This is information we require providers to send to us when we request it to give some key information about the service, what the service does well and improvements they plan to make. However, due to technical issues we did not receive this until the day of inspection.
We spoke with thirteen people who used the service, 8 relatives, a senior care staff member, six care assistants, staff who worked in the office, the registered manager, the provider and three other professionals. We viewed five care files for people, including daily notes and medicines records. We viewed accidents and incidents records. We looked at documents relating the management and administration of the service such as audits, meeting records and surveys.