Background to this inspection
Updated
15 April 2023
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
The inspection was completed by 1 inspector and an 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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
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 in the office to support the inspection.
Inspection activity started on 24 March 2023 and ended on 5 April 2023. We visited the office on 28 March 2023 and the Expert by Experience spoke with people on the telephone on 29 March 2023.
What we did before the inspection
We reviewed information we had received about the service since it was registered. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection
We spoke with 4 people who used the service and 1 relative. We looked at records relating to the management of the service. We looked at 3 people’s care and support files. We spoke with the registered manager and asked a number of staff to answer some questions about the service via email which 3 staff completed.
Updated
15 April 2023
About the service
Support Solutions Middlesbrough is a domiciliary care agency providing support for people in their own homes. The service was supporting 5 people at the time of the inspection.
People's experience of using this service and what we found
People and relatives spoke positively about the care and support received. People were supported by a regular team of staff. The registered manager ensured staff had the appropriate skills and experience to support people safely. A robust recruitment process was in place.
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 mitigated against. Systems were in place to ensure people would continue to receive support in the event of an emergency.
The registered manager constantly reflected on the service provided. Information was reviewed with lessons learnt cascaded to staff. The service embraced the use of technology to promote people’s care and support and to achieve positive outcomes.
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.
People were treated with respect and dignity. Staff had good knowledge about people, their interests, likes and dislikes. People and relatives were involved in reviews of their care and support.
Care plans were person centred and provided staff with clear information on how to support people in line with their preferences. People and relatives told us they had no complaints about the service but were aware of the complaint’s procedure.
The provider had an effective quality assurance process to monitor the quality and safety of the service provided. The registered manager was passionate about ensuring people received the best care possible. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 28 October 2021, and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.