Background to this inspection
Updated
17 April 2020
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, an assistant inspector and an Expert by Experience who made telephone 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.
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 a short period notice of the inspection because we needed to make sure the registered manager would be available to support the inspection.
Inspection activity started on 25 February 2020 when we spoke on the telephone with seven people who used the service and family members of five other people. We visited the office location on 2 2020 and reviewed additional information sent to us to support the inspection process on 31 January and 3 February 2020.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and safeguarding team. 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 spoke with five staff including support workers and the registered manager. We reviewed a range of records which included four people's care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. We looked at other records relating to the management of the service, such as training records, audits and survey results.
After the inspection
We reviewed additional information sent to us by the provider.
Updated
17 April 2020
About the service
Synergy Homecare - Bradford is a domiciliary care service providing care and support to people in their own homes. The service was providing personal care to 100 people at the time of the inspection.
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
People felt safe and confident in the care and support they received, and staff knew what to do if they thought someone was at risk. There were systems in place to monitor quality and safety and equip the provider with an overview of performance.
Risks to people’s health and welfare were assessed and plans put in place to minimise potential risks.
Staff were recruited safely and followed a comprehensive induction and training programme. Training was managed within the service and was responsive to people’s needs.
All the people were spoke with were complimentary of the care and support they or their relative received. People said they trusted the service and commented very positively about the reliability, consistency and caring approach of staff.
People’s needs were assessed before they started using the service and were reviewed regularly to make sure care plans reflected current and changing needs. People, and where appropriate, their families were fully involved in this process. This included assessment of people’s communication and diverse needs.
Care plans were person-centred, promoted independence and included information about what was important to the person and their preferences in the way they received care.
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.
Staff were responsive to people’s health needs and liaised with healthcare professionals as needed. People who used the service and their family members told us staff were very vigilant about spotting when a person was not well, or their condition was deteriorating and took immediate action to address this.
People were supported to make sure their nutritional needs were met in a way that met their needs and preferences.
People who used the service, their family members and staff gave very positive feedback about the management of the service. People said their views were sought and the management team were responsive and took responsibility, and immediate action when things went wrong.
People said they would recommend the service to others.
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 this inspection was good (published August 2017) The service remains good.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information, we may inspect sooner