Background to this inspection
Updated
22 May 2019
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 undertaken by one inspector.
Service and service type: Home Service Complete Care LLP is a domiciliary care service providing support and personal care to people living in their own homes who are in receipt of the regulated activity of personal care. The service supported older people to enable them to continue living in their own homes.
The service had a manager registered with the Care Quality Commission (CQC). 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.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection site visit because the service is a domiciliary service we wanted to make sure we were able to speak with people and the staff who supported them.
Inspection site visit activity started on 01 May 2019 and ended on 03 May 2019. On 01 May we spoke with people and their relatives on the telephone. On 02 and 03 May we visited the office location to see the registered manager and office staff and to speak with care staff.
What we did:
Before the inspection we reviewed the information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse. The registered manager completed a Provider Information Return. This is information we require providers to send us at least once annually to give key information about what the service does well and the improvements they plan to make. We assessed this and used this information to plan the inspection.
During the inspection we reviewed a range of records which included four people’s care plans and associated documents, recruitment, training and supervision records and records relating to the quality monitoring and management of the service.
We spoke with seven people and six relatives.
We spoke with eight staff.
We also spoke with the provider, the registered manager and the office manager.
Updated
22 May 2019
About the service: Home Service Complete Care LLP is a domiciliary care agency which provides domestic and personal care to people in their own home, including people with dementia and physical disabilities. The agency provides care and support for people in Herne Bay and the surrounding areas. The office is situated in Herne Bay. At the time of the inspection 62 people were receiving personal care. 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.
People’s experience of using this service:
People, relatives and staff told us the quality of care was good, that the service was well managed and that they would recommend the service to others. People said, “I always know who is coming and they are always on time. They [staff] are never rushing”, “I am happy with Home Service – I would not want to change” and “I am completely satisfied with the service I get”.
A relative commented, “I have seen a vast improvement [in my loved one] since we have been using carers. Using Home Service has made a big difference to us as a family”.
All the people we spoke with said they felt safe with staff from Home Service Complete Care LLP coming in to support them.
People continued to be protected from abuse, harm and discrimination and were supported by a team of regular staff who they trusted.
Risks to people were assessed, monitored and regularly reviewed. Staff followed the guidance provided to help people remain safe in their homes.
People’s physical, mental, emotional and social needs were assessed and monitored to support people to remain as healthy as possible and help promote a good quality of life.
People were encouraged to remain as independent as possible and were supported to have maximum choice and control over their life.
People told us the staff were considerate, kind and caring. One person said, “They are my angels of mercy”.
People told us they trusted the staff and valued their relationship.
People received care which had been tailored to their specific requirements. When people’s needs changed the records were updated straight away and staff were informed.
People knew how to complain and were given opportunities to feedback about their care. All the people we spoke with said they did not have any complaints about the service they received.
The service continued to be well-led. All the people and staff we spoke with felt the service was well-managed.
Regular checks and audits continued to be completed and people were asked to provide feedback about the service they received.
The service met the characteristics of Good in all areas. For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: Good when we inspected on 18 October 2016 (report published 16 November 2016)
Why we inspected: This was a planned inspection based on the rating at the last inspection. The service maintained Good in all areas and Good overall.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.