Archived: Highfield Domiciliary Care Agency

This unannounced inspection took place on 7 March 2016.The service was last inspected in November 2013 and was found to be compliant with the regulations inspected at that time.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission [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. Before the inspection took place the service had appropriately completed a, ‘statutory notification about the absence of a registered individual for 28 or more consecutive days’.

People who used the service were protected from abuse and avoidable harm by staff who had been trained to recognise potential abuse and understood their responsibility to report poor practice. Risk assessments had been created to mitigate known risks to people’s health, safety and welfare. Guidance was provided to staff to ensure they knew how to safely manage and reduce risks. Suitable numbers of staff were employed to meet the assessed needs of the people who used the service. Staff were employed following safe recruitment practices which ensured they had not been deemed unsuitable to work with vulnerable adults. Staff had been trained to administer medicines safely. People’s abilities to self-medicate were assessed and people were supported to take their medicines safely.

Staff completed a range of training which equipped them with the skills and abilities to carry out their roles effectively. Staff received effective support, supervision and guidance. Staff gained people’s consent before care and treatment was provided. The service worked in-line with the principles of the Mental Capacity Act. People were encouraged to eat a healthy balanced diet. People were supported to have sufficient to eat and drink to meet their needs. When concerns with people’s dietary intake were identified appropriate action was taken. Referrals to other health care professionals were made effectively.

People were supported by caring staff who understood their needs and delivered care and support in line with their preferences. The service put an emphasis on caring for people in a dignified way. Staff treated people with dignity and respect at all times. Staff understood the importance of confidentiality and ensured people’s private and personal information was not shared without their consent.

People were involved with the planning and delivery of their care. Reviews were held at regular intervals to enable people to provide feedback on the support they received. The registered provider had a complaints policy in place that was provided to people at the commencement of their service. We saw the service received very few complaints. Staff told us the management team were approachable, supportive and listened to their views regarding developing the service. A quality assurance system was in place to ensure shortfalls in care and support were identified. Audits, questionnaires and spot checks were used to improve the level of service provided.

The registered manager and assistant home care manager in their absence understood their responsibilities to report accidents, incidents and other notifiable incidents to the CQC as required.

Information was available for staff to follow to meet people's needs. People told us they were happy with the standard and level of care they received. Comments included, 'The care staff are kind and caring.'

The premises were accessible to people who used the service and information was stored safely. The agency staff had access to social workers and other health care professionals who shared the building.

Recruitment procedures in place ensured people were not exposed to staff who should be not caring for vulnerable people.

There were enough qualified, skilled and experienced staff to meet people's needs. People told us they were happy with the staffing. Comments included, 'The carers always arrive on time and never go early', 'The staff are all kind and considerate' and 'They always tell me if there are any changes so we know who will be coming but it's usually the same staff.'

People told us they were supported to make decisions and were involved in the planning of their care. They also confirmed that the standard of care was excellent and staff were respectful at all times.

People told us their views and complaints were listened to and they felt that action was taken immediately if there had been a problem.