Background to this inspection
Updated
19 May 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection team consisted of 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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
This inspection was announced.
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be available to support the inspection.
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 and professionals who work with the service.
We used all this information to plan our inspection.
During the inspection
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as phone and video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.
Inspection activity started on 26 April 2022 and ended on 3 May 2022.
We spoke with one person who used the service, four relatives and five staff members including the registered manager.
We reviewed a range of records. This included five people’s care records and various staff records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service.
Updated
19 May 2022
About the service
Good Oaks Home Care Wimbledon & Kingston is a domiciliary care service registered to provide personal care and support to people 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 there were nine people receiving personal care.
People’s experience of using this service and what we found
People and their relatives were happy with the care and support provided. Comments included, “My relative is happy with the support she’s getting from the carers”; “The couple of carers we have are very good” and “[Person] is happy with the care she’s receiving.”
People were protected from risk of avoidable harm. Comments included, “[Relative] definitely feels safe from the help she is getting” and “[Staff] make sure [person] is clean and washed and dressed, all the time.” Staff knew how to protect people from harm and understood their responsibility to report concerns. Risks to people were assessed and managed.
The provider ensured people received safe care from sufficient numbers of staff who knew them well. People received their medicines as required.
Staff followed the provider’s processes in line with best practice guidelines regarding the prevention and control of infection including those associated with COVID-19.
Staff were recruited safely and underwent induction before they started the job. Staff received training required for their roles and felt supported in their work. Staff followed guidance in relation to infection prevention and worked in a safe manner to reduce the risk of spread of infection.
People told us they had developed positive and meaningful caring relationships with staff. People were supported in a manner that maintained their dignity, confidentiality and privacy. They consented to the care provided to them and were supported to maintain their independence and to make choices about their daily living.
People’s needs were met. Staff supported them to access health services when required. Care plans were reviewed and updated to ensure people received care appropriate to their needs. People’s concerns were resolved in a timely manner.
The provider effectively used the systems in place to monitor and drive improvement in the quality of care. People, staff and relatives were involved in the running of the service and felt their views were valued and considered. Staff and management worked in partnership with other agencies, social and health professionals and external organisations.
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 and update
This service was registered with us on 15 June 2021 and this is the first inspection.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and phone calls to engage with people using the service as part of this performance review and assessment.