Care and Support Services

Updated 15 March 2019

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 included a visit to the agency’s office on 5 February 2019. The registered manager was given short notice of our inspection, in line with our current methodology for inspecting domiciliary care agencies.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

At the time of this inspection the agency was supporting 40 people who wished to retain their independence and continue living in their own home.

The inspection team consisted of one adult social care inspectors.

On 5 February 2019 we visited the agency office and spoke with the registered manager, the service manager, the nominated individual and a care coordinator. On 5 February 2019 we also visited two people in their own home to obtain their views on the service provided and talk with care staff. During the visits to people’s homes we looked at care records and medicine administration.

When we visited the office, we reviewed a range of records about people's care and how the domiciliary care agency was managed. These included peoples care records, staff training, support and employment records and quality assurance audits.

Between 7 and 12 February 2019 we spoke with three people who used the service and eight relatives by telephone, this gave us information on how they found the service provision.

We sought the views of staff and we obtained feedback from six support care staff in writing. We also contacted three healthcare professionals to gain their views on how they found the service was provided. On 12 February we contacted the registered manager and the nominated individual to give feedback following the calls to people, relatives, staff and health care professionals.

Updated 15 March 2019

The inspection took place on 5 and 12 February 2019. The registered provider was given short notice of the visit to the office, in line with our current methodology for inspecting domiciliary care agencies.

At our previous inspection in June 2016 the service was given an overall rating of ‘Good’. At this inspection we found it remained good.

This service is a domiciliary care agency. The service provides care and support to older people, younger adults and children. It provides personal care to people living in their own houses and flats in the community. It also provides care and support to people living in ‘supported living’ settings, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

At the time of our inspection there were 40 people who used the service. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’. Where they do we also take into account any wider social care provided.

The service was managed by the registered manager. 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 were safe. Staff understood their responsibilities in relation to protecting people from the risk of harm. Where risks to people had been identified, risk assessments were in place and action had been taken to manage the risks. Staff were aware of people's needs and followed guidance to keep them safe. People received their medicines as prescribed. Infection, prevention and control procedures were in place and staff followed these.

Staffing levels were predominately maintained to ensure that people's care and support needs continued to be met safely and there were safe recruitment processes in place. However, there was a shortage of staff to support people and at times this impacted on people’s families.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People’s needs and choices were assessed and mental capacity assessments were undertaken.

People and the relatives we spoke with were very happy with the care and support provided. However, some said they did not always receive the care and support arranged due to staffing difficulties. The management were aware of the issues and had put a new management structure in place to manage calls and ensure better communication.

The provider had a complaints procedure that was given to everyone who used the service in the statement of purpose. People we spoke with said they were listened to and any complaints received were dealt with following the providers complaints policy and procedure.

All staff we spoke with told us they enjoyed their work and received regular supervision, appraisals and training. However, some staff told us there were staffing issue and more staff were required.

A system was in place for checking the quality of the service using audits, satisfaction surveys and meetings. People made their views known through direct discussion with the service manager and staff or through the complaint and quality monitoring systems. People's privacy and confidentiality were maintained as records were held securely.