Background to this inspection
Updated
5 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 two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Notice of inspection
We announced the inspection on the 16 April 2021. Inspection activity started on 19 April 2021 and ended on 11 May 2021. We visited the office location on 4 May 2021.
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. 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.
During the inspection
We spoke with two relatives of people who used the service about their experience of the care provided. We looked at records relating to the management of the service. These included accident and incidents, safeguarding, recruitment and quality assurance records. We looked at three people’s care and support records. We spoke with the registered manager, and two members of staff. We asked a number of staff to answer some questions about the service via email which four staff completed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
5 June 2021
About the service
Dimensions Waymarks North East Counties Domiciliary Care Office is a domiciliary care agency providing personal care to people living in the community. The service was responsible for supporting six adults with learning disabilities including with their 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
Relatives told us they were happy with the care and support their family member received from the service. One relation told us, “The carers do a grand job [family member] seems happy.”
People received care and support from a familiar staff team. The service ensured staff had the right training, skills and experience to support people safely.
A robust recruitment process was in place, all appropriate checks were in place prior to staff supporting people. New staff completed an induction period which included shadowing experienced staff members.
The provider had systems in place to ensure people were protected from abuse and harm. Staff had completed safeguarding training. Individual and environmental risks were identified and managed. Systems were in place to ensure people would continue to receive support in the event of an emergency.
The registered manager reflected on the service provided, a range of information was regularly reviewed with lessons learnt cascaded to staff.
People were treated with respect and dignity. Staff had extensive knowledge about people, their preferences and interests. People, relatives and healthcare professionals were involved in reviews of care and support.
The provider was meeting the Accessible Information Standard (AIS). Easy read documentation was available throughout the service.
Care plans were person centred and provided staff with detailed information on how to support people in line with their preferences. Staff were responsive to changes in people’s needs.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
The provider had a range of effective quality assurance processes to monitor the quality and safety of the service provided. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback.
People were supported to engage in their interests and enjoy new activities. Staff promoted independence and encouraged people to take part in life skills. The service focused on ensuring people had positive outcomes.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.
This service was able to demonstrate how they were underpinning principles of Right support, right care, right culture. The service ensured people received the right support to maximises people’s choice, control and independence. Care was person-centred and promoted people’s dignity and human rights. The service demonstrated a clear ethos with people at its centre, ensuring people using the service led confident, inclusive and empowered lives. The provider was involved in a number of initiatives, empowering people to live their best lives.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection (and update)
The last rating for the service under the previous provider was requires improvement, published on 10 April 2020.
Why we inspected
This was a planned inspection based on our inspection programme.
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.