Select Care Services Limited - 109 Coleman Road

Updated 15 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: This inspection was carried out by one inspector and one 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. Their area of expertise is older people and dementia care.

Service and service type: Select Care Services Limited is a domiciliary care agency, it provides personal care to older adults and adults with learning disabilities or mental health conditions living in their own houses. At the time of the inspection there were 101 people receiving support with personal care.

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: We gave the service 48 hours’ notice of the inspection visit because the manager is often out of the office as part of their role. We needed to be sure that they would be in.

Inspection activity started on 21 March and ended on 22 March. We visited the office location to speak with the registered manager and office staff; and to review care records, policies and procedures.

What we did: Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider returned the PIR and we took this into account when we made judgements in this report. We reviewed other information that we held about the service such as notifications. These are events that happen in the service that the provider is required to tell us about. We also contacted the local authority and Healthwatch Leicestershire. Healthwatch is an independent consumer champion created to gather and represent the views of the public. Healthwatch plays a role at both national and local level and makes sure that the views of the public and people who use services are considered.

During the inspection we spoke with seven people who used the service and nine relatives. We had discussions with ten staff members including the registered manager, compliance officer, recruitment and training coordinator, staff coordinator and five care workers.

We looked at the care records of three people who used the service. We also viewed records in relation to the management of the service including, quality assurance checks, staff training and supervision records, safe guarding information and accidents and incident information. We looked at compliments and thank you cards from people and their relatives from a diverse range of cultural and religious backgrounds.

Updated 15 May 2019

About the service: Select Care Services Limited is a domiciliary care agency. It provides personal care to older adults and adults with learning disabilities and mental health conditions living in their own homes.

People’s experience of using this service:

People told us they were safe. Risk assessments were in place and were reviewed regularly. Staff were trained in recognising signs of abuse and knew how and where to report it. Safe recruitment procedures ensured that suitable staff were employed. Medicines were managed safely by trained staff. Staff ensured the spread of infection was prevented by using good hand washing techniques and the use of personal protective equipment (PPE) such as gloves aprons and hand gels.

People’s choices, lifestyle, religion and culture and health care needs were all included in the care planning process. People were supported to access health care services when they needed them, and the service worked in partnership with healthcare professionals. An induction and training program ensured staff had the knowledge, skills and confidence to do their job.

A pre-admission assessment meant the service was confident it had the right staff available to support people prior to care starting. Regular care reviews and vigilant staff meant changes in people’s needs were promptly recognised and actioned. People’s needs were met by good planning and coordination of care. People received care in line with the law and guidance and were supported in the least restrictive way possible.

People received care from staff who were kind and compassionate. People were fully involved in their care. The service had worked in partnership with people to overcome communication barriers, helping people to express themselves. A diverse range of religions and cultures were supported and respected across the whole service. Staff promoted and supported independence and provided dignified care. The service recognised where extra support for people would be beneficial to health and wellbeing and had implemented a scheme to support.

People, their relatives and staff found the provider and management team approachable and supportive. Complaints were investigated and resolved promptly. The provider and registered manager had an effective quality monitoring processes in place which meant they maintained good oversight of the service. We saw that learning and development was encouraged, and staff felt confident in their role. The provider, registered manager and management team all worked in partnership with other professionals to ensure good outcomes for people.

Rating at last inspection: This service was previously rated good on 3 and 4 August 2016.

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service is rated good overall.

Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any information of concern is received, we may inspect sooner.