Ivory Homecare

Updated 5 April 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 carried out by one inspector, an inspection manager 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 care service. In this case, services for older people and people who have mental health needs.

Service and service type:

Ivory Homecare is a domiciliary care agency, which provides personal care to older people, younger adults, people living with the experience of dementia and physical disabilities.

The service had a manager registered with the Care Quality Commission, who was also the nominated individual. This means that they 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 we needed to be sure arrangements could be made to meet with key staff and people who use the service.

What we did:

• Before the inspection we looked at information we held about the service

• We asked the provider to complete a Provider Information Return.This is key information providers are required to send about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

• The law requires providers to notify us of certain events that happen during the running of a service. We reviewed notifications received since the last inspection.

• We spoke with two health and social care professionals who work with the service.

During the inspection:

• Inspection site visit activity was carried out on 15 March 2019. We visited the office location to see the provider and office staff; and to review care records, policies and procedures.

• On 15 March 2019 we visited two people living in their own homes.

• On 15 and 18 March 2019 the Expert by Experience spoke on the phone with 16 people who use the service, to find out about their experience of the quality of care provided.

• We spoke with the registered manager, the deputy manager, financial manager, the care coordinator and six staff.

• We looked at the care records of eight people, eight staff records, including training and recruitment records, and other records to do with the management of the service.

Updated 5 April 2019

About the service:

Ivory Homecare provides personal care and support to people living in their own homes. At the time of the inspection there were 74 people receiving personal care from 13 staff.

For more details, please see the full report which is on the Care Quality Commission website at www.cqc.org.uk.

People’s experience of using this service:

• People received high quality care that was safe, effective, caring, responsive and well led.

• People were very happy with the service provided. Without exception, people and their relatives provided positive feedback about all aspects of the care they received.

• One relative told us, “I don’t know how I would have coped without them. They are here to care for [their loved one] but the care and affection they show me, has really kept me going.”

• People were protected from avoidable harm, and abuse by staff, who understood their role and responsibility in relation to safeguarding and keeping them safe.

• People experienced safe care, delivered in accordance with their comprehensive risk assessments and management plans.

• The service always deployed sufficient suitable staff to meet people’s needs.

• Staff felt they were valued and respected by the management team, who actively sought their involvement to improve and develop the service.

• The registered manager completed regular competency checks to ensure staff delivered care in accordance with their training.

• People were treated with kindness and compassion by staff, who were overwhelmingly described to be caring, gentle and patient.

• Staff supported people to be actively involved in making decisions about their care.

• People consistently praised the registered manager for their dedication and willingness to listen and respond to any worries they may have, which reassured them and instilled trust and confidence in the service.

• The registered manager set high standards and inspired staff to meet them.

• Relatives consistently told us their loved ones experienced kind and compassionate care at the end of their life and were supported to have a comfortable, dignified and pain-free death.

• The service was well-managed by the registered manager who provided clear and direct leadership which inspired their staff.

• Staff worked effectively with local organisations to improve care practice and outcomes.

Rating at last inspection:

Good (The last inspection report was published on 29 September 2016). At this inspection we found the service had remained good.

Why we inspected:

This was a planned comprehensive inspection based on the previous rating.

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.