Greenhurst Care

Updated 30 December 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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.

The inspection took place on 1 November 2017. The inspection was carried out by one adult social care inspector. We told the provider two days before that we would be coming in accordance with our current methodology for the inspection of domiciliary care agencies.

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. We reviewed the PIR and other information we held about the service. This included past reports and notifications. A notification is information about important events which the service is required to send us by law.

During the inspection we went to the provider’s office and spoke with the provider who was also the registered manager. We also spoke with two care staff and the administrator. We looked at four care plans, six staff files, training and supervision records and other records relating to the running of the service. We visited two people in their homes and met one relative. We received feedback from six people who received a service. Following the inspection we spoke with four people who received a service and two care staff on the telephone.

Updated 30 December 2017

Greenhurst Care is a small family run community service that provides care and support to people in their own homes. The service provides help with people’s personal care needs, meal preparation, shopping and housework in Bognor Regis and surrounding villages. Staff also support people to go out in to the local area. The provider was also the registered manager of the service.

The service mainly provides care and support for people at key times of the day to help people get up in the morning, go to bed at night and give support with meals. This includes supporting people with mobility and dementia care needs. At the time of this inspection 36 people were receiving a service. These services were mostly funded privately.

We carried out this announced inspection on 1 November 2017. The inspection was announced two days advance in accordance with the Care Quality Commission's current procedures for inspecting domiciliary care services. At the last comprehensive inspection on the 14 April 2015 the service was found to be meeting the requirements of the regulations. The rating of this service was Outstanding. At this service we found the service remains Outstanding.

People and their relatives told us they were extremely pleased with the care and support they received from Greenhurst Care. Comments from people included, “I would not want anyone else coming to me, they are all wonderful” and “Time keeping is excellent as is the communication between everyone involved in the care needs of my relative.”

People were treated with respect by staff. People were asked how they wished their care to be provided. Staff respected people’s wishes. For example, people were asked what they wished staff to prepare for their meal and what clothes they wished to wear. Some people were supported to go out each day in to the local area and were able to choose where they went on each trip.

Staff had received training in how to recognise and report abuse. Staff were confident about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. People received consistent support from care workers who knew them well. People felt safe and secure when receiving care. Comments included, “Staff are very well trained, especially in skills regarding safety, hygiene and looking after dementia clients” and “All staff have good communication skills.”

Greenhurst Care were fully staffed at the time of this inspection. Any short notice absences of staff were covered by existing staff. There were sufficient numbers of suitably qualified staff to meet the needs of people who used the service. The service was very flexible and responded quickly to people’s changing needs. Staff told us, “We are a small service, we just support people locally, so if someone is unable to come to work we can all run around to cover everything” and “The manager comes out too regularly to provide care and to support us.” People told us, “Time keeping is excellent, as is the communication between everyone involved in the care needs of my relative. We always discuss any changes to their condition and daily routine and I feel able to ask for advice as without exception, the Greenhurst carers show experience and expertise in caring for the elderly” and “They (management) have been very accommodating when we have asked, in advance, for care outside of usual planned visits.”

People received care from staff who had the knowledge and skills to meet their needs. There was a strong emphasis on key principles of care such as compassion, respect and dignity. People who used the service felt they were treated with kindness and said their privacy and dignity was always respected. People and their relatives spoke well of staff. Comments included,“I am confident that the carers are well trained and well supported by management who also visit my relative’s home frequently,” “Staff appear well trained and informed and communicate what they are doing in a caring manner,” “Staff are very well trained, especially in skills regarding safety, hygiene, looking after dementia clients” and “All staff have good communication skills.”

Staff knew the people they cared for very well and knew how to recognise if people’s needs changed. Staff were aware of people’s preferences and interests, as well as their health and support needs, which enabled them to provide a personalised service. Staff were kind and compassionate and treated people with dignity and respect.

The management and staff had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected. The policy held by the service was in the process of being reviewed to take account of changes in the legislation and to include information for staff regarding the application to the Court of Protection for any restrictions in place on people in their own homes.

People had care plans held both at the office of the service and in their own homes. Care plans contained information to direct staff how to care for each person according to their needs and wishes. Regular reviews took place to ensure staff were aware of any changes in people’s care needs. Information about any changes were communicated to staff via text message or telephone call. People were fully involved in their own care plans.

Staff were recruited safely to help ensure they were suitable to work unsupervised with vulnerable people in their own homes. Staff received regular supervision meetings with senior management. Annual appraisals were also carried out. This provided staff with an opportunity to discuss any training needs or professional development needed.

Staff were happy working for Greenhurst Care. The registered manager and staff were clearly committed to providing a good service for people often going the extra mile for people who did not have anyone to assist them other than care staff. One relative told us,“We always discuss any changes to their condition and daily routine and I feel able to ask for advice as without exception the Greenhurst carers show experience and expertise in caring for the elderly, a recent incident illustrates this clearly. There was a blocked drain which caused a flood into the house. Fortunately a Greenhurst carer was at the house and immediately raised the alarm. The situation was handled calmly and efficiently. We realised that (person’s name) could not stay at home so Greenhurst helped and guided me with finding respite care.”

People received a service that was based on their personal needs and wishes. People spoke very highly about the management of Greenhurst Care, “The service is very well managed with communication from the office personnel by phone and email, we both feel very lucky to have found such a caring and responsive agency,” “They (management) issue the rota in good time and we are delighted that we have a small number of carers giving us continuity,” “Very well managed. You can see management's influence in all aspects from office management to staff selection and training” and “The management of this company is excellent too and quickly responds to queries and contact is made via email or phone, I feel fortunate I have Greenhurst Care to turn to” and “The service is very well managed with communication from the office personnel by phone and email, we both feel very lucky to have found such a caring and responsive agency.”

Staff were very highly motivated and proud of the service. They told us there was good communication with the management of the service. Comments included, “There is always someone at the end of the phone if you ever need anything” and “We are a very small company and we all know that we have each others backs always.”

The registered manager was very committed to continuous improvement and feedback from people, whether positive or negative, was used as an opportunity for improvement. The registered manager demonstrated a good understanding of the importance of effective quality assurance systems. The provider visited people in their homes regularly to check on their experiences of the service provided to them. A survey completed by people and their families was very positive about the care and support provided. The registered manager demonstrated strong values and a desire to learn about and implement best practice throughout the service. People, and their families where appropriate, were provided with information on how to raise any concerns they may have. The service had not had any concerns raised at the time of this inspection. Compliments were received from grateful and happy people and their families thanking the service for their kind care and support.