New Concept Care Selby

Updated 29 January 2019

The inspection: 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.

Inspection team: Two inspectors visited the provider’s office on day one of the inspection and two inspectors made telephone calls to staff. An expert by experience supported the inspection on day one. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. On day two one inspector carried out the visit.

Service and service type: The service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to adults of all ages, some of whom were living with dementia. Also, people with physical disabilities and those with a learning disability and / or autism.

The service had a manager registered with the Care Quality Commission. 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: This inspection was announced to ensure the provider was available to support the process.

What we did:

We reviewed 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; and we sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information we require providers to send us when requested to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection, we spoke with six people who used the service and three relatives over the telephone to ask about their experience of the care provided. On day two we visited five people in their own homes.

We spoke with 13 members of staff including the registered manager, deputy manager, care coordinators and care workers. We spoke with the nominated individual who is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and two to review staff supervision records. Multiple records relating to the management of the service and a variety of policies and procedures developed and implemented by the provider were reviewed during and after the inspection.

Updated 29 January 2019

About the service: The service supports people with personal care needs in their own home. Some people were also supported whilst their main family carer took a break from their caring role. Others were supported to access the community to reduce the likelihood of social isolation. The service supported 63 people when we inspected.

What life is like for people using this service:

Lots of checks were completed by staff, the registered manager and provider to check the quality and safety of the service. The provider had reflected on their approach and planned to make changes to how they recorded checks of the service. This included a review of the accident and incident system, medicines system and risk assessment of people’s care needs.

Overall, people received care in a timely way from a regular team of care workers. However, people felt they needed better communication from the office to know who would be visiting their home and when staff would be delayed. The registered manager agreed to look at how improvements could be made to communication.

Everyone we spoke with told us that staff were kind and caring and that they were treated with respect. Staff showed a genuine motivation to deliver care in a person-centred way based on people’s preferences and likes. People were observed to have good relationships with the staff team.

People’s health was well managed and staff had positive links with professionals which promoted wellbeing for them. 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.

Staff had received appropriate training and support to enable them to carry out their role.

The registered manager and senior team worked well to lead the staff team in their roles and ensure people received a good service. People, their relatives and staff told us they were approachable and that they listened to them when they had any concerns or ideas. All feedback was used to make continuous improvements to the service.

More information is in Detailed Findings section below.

Rating at last inspection: Good (report published 14 January 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection.

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.