Albury Care Limited

Updated 1 June 2018

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.

This inspection took place on 11 April 2018 and was announced. The inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of service.

We gave the provider 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in.

Prior to the inspection, we reviewed information we held about the service including statutory notifications sent to us by the registered manager about incidents and events at the service. A statutory notification is information about important events which the registered provider is required to send us by law. The provider submitted a Provider Information Return (PIR) before our inspection. This is a form that asks the provider for key information about the service, what the service does well and the improvements they plan to make.

During our inspection, we spoke with six people who used the service and four relatives. We spoke with the registered manager, a care coordinator, an administrator and three members of care staff. We reviewed 15 people’s care records, and two staff files including information on their recruitment, training, supervision and duty rosters. We looked at management records and audit reports.

We reviewed feedback received from people using the service and their relatives and two health and social care professionals.

Updated 1 June 2018

We carried out the inspection on 11 April 2018 and it was announced.

Albury Care Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults and children.

At the time of the inspection, 62 people were using the service.

The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

This was a comprehensive inspection to see what improvements the provider had made to ensure they met regulatory requirements.

At our last comprehensive inspection on 8 November 2016, the service was in breach of two regulations related to quality monitoring and staff training. We rated the service as requiring improvement. We had found that care records lacked detail and were not reviewed regularly. In addition, monitoring systems to manage complaints, incidents and accidents were ineffective. We also found that staff had not completed the provider's mandatory training and refresher courses.

At this inspection, we found improvements made ensured people received effective care. Care plans showed sufficient detail about people’s needs and the support they required. The quality of care underwent checks and monitoring to identify and resolve concerns about people’s safety.

There was a registered manager in post. A registered manager is a person who has registered with the CQC 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 had an assessment of their needs and preferences about care delivery. Staff were aware of risks to people’s health and safety and knew how to support them safely. People received the support they required with their nutrition and hydration and to maintain their health. Enough suitably recruited staff were deployed to meet people’s needs. Staff administered and managed people’s medicines in line with the provider’s procedures. Staff knew how to prevent and control the risk of infection.

Staff provided care in line with best practice guidance and the requirements of the Mental Capacity Act 2005 (MCA). People received care from staff who received an induction, training and supervision to enable them to deliver care effectively.

People received care that met their individual needs in line with their preferences. Staff treated people with respect and maintained their dignity and privacy.

People using the service and their relatives knew how to raise concerns and make a complaint about care delivery if they needed to.

People enjoyed a person centred approach to their care and support. Staff were supported in their roles and had access to guidance from the registered manager and the management team.

An open and honest culture existed at the service about care delivery. The quality of the service underwent regular monitoring to improve the care and support provided to people. The registered manager worked closely with other agencies to provide effective care.