Background to this inspection
Updated
12 April 2016
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This inspection visit took place on 18 March 2016 and was announced. Two inspectors carried out this inspection. The provider was given one days’ notice because the location provides a domiciliary care service and we wanted to make sure people and staff were available to speak with us.
We used a range of different methods to help us understand people’s experience. The service provides care and domiciliary support to 24 people. We visited six people with their relative or friends in their apartment and spoke with five staff and the registered manager. We sent out questionnaires to people to ask them about the quality of the service they received. We used this information to make a judgement about the service.
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. As part of our planning we reviewed the information in the PIR and information we held about the service. This included statutory notifications the registered manager had sent us and information received from people that used the service. A statutory notification is information about important events which the provider is required to send to us by law.
We looked at six people’s care records to see if their records were accurate and up to date. We also looked at records relating to the management of the service including quality checks.
Updated
12 April 2016
We inspected this service on 18 March 2016. This was an announced inspection and we telephoned the provider one day prior to our inspection, in order to arrange home visits with people. At our last inspection in September 2013, the provider met all the regulations we looked at.
The service provides care and domiciliary support for older people and people with a learning disability who live in their own apartment within the Extracare complex. There are 41 apartments and the provider carried out personal care support visits to 24 people. Some people who live in the service did not receive any service and were independent.
There was a registered manager in the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People felt safe with staff members who understood how to recognise and protect people from abuse. Where staff suspected any abuse, they knew how to act to ensure people were protected from further harm. Checks were carried out prior to staff starting work, to ensure their suitability to work with people who used the service.
Positive and caring relationships had been developed between staff and people who used the service. People were treated with care and kindness and staff were friendly and respectful. People benefitted from having support from staff who had a good understanding of their individual needs. People were supported to keep healthy and well and were able to promptly access healthcare services when this was needed. People were supported to take their prescribed medicines at the right time.
People had capacity to make decisions about their own care and their consent was sought before staff provided any care and support. Staff provided personalised care that people had requested and knew people well. Their support plans reflected their specific needs and preferences for how they wished to be cared for and supported them to retain as much control and independence over their lives as they wanted. These were reviewed regularly with them by staff who checked for any changes to people’s needs. People knew how to make a complaint if they needed to. People and staff were confident they could raise any concerns or issues and they would be listened to.
People were looked after in a way which was kind, caring and respectful and staff knew people well. Their priorities were clearly focussed on ensuring that people's care and support needs were met and they had a good understanding and awareness of how to do this. Staff respected people’s right to privacy and dignity. They knew how to provide care and support in a dignified way and which maintained people’s privacy at all times. There were sufficient numbers of staff to ensure visits were made when they should be and to meet people’s care needs.
There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. People who used the service and staff felt involved and able to make suggestions to support the development of on-going improvements.