Lettershanner

Updated 6 February 2020

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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service was not required to have a manager registered with the Care Quality Commission as the provider retained full management control of the service. This means 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 72 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider would be in the office to support the inspection.

Inspection activity started 16 December 2019 and ended on 18 December 2019.

What we did before the inspection

Prior to the inspection we reviewed information we had received since the last inspection. We sought feedback from the local authority and reviewed the provider's website. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with one person and one relative about their experience of the care provided. We spoke with two members of staff including the provider and a care worker. We reviewed two care files and one staff file in relation to recruitment and supervision. As well as a variety of records relating to the management of the service including complaints and quality assurance questionnaires.

After the inspection

We reviewed the evidence received from the provider.

Updated 6 February 2020

About the service

Lettershanner is a small domiciliary care agency, who were providing support to three people at the time of inspection. Two of the people being supported, received support with personal care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People were protected from abuse by staff who had received appropriate training and had the confidence to report. Risks to people’s safety had been assessed and measures were in place to mitigate the risk of harm. Staff were recruited following an assessment of their character, qualifications and experience.

Staff were trained to administer people’s medicine safely and protect people from infection, by using safe infection control procedures. The provider shared lessons learnt from other organisations with the staff team.

People’s needs were assessed, and outcomes were agreed as part of the care planning process. Staff received training relevant to their role and could request further training in supervision. Staff supported people to maintain a balanced diet and access healthcare services when necessary. The provider engaged with other agencies when the need arose.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were well treated by the staff team. People were supported to make their own decisions and had access to advocacy services. People’s privacy and dignity was respected.

People’s care plans were personalised to reflect their individual needs and interests. Accessible information was available to people and alternative formats had been created. A complaints procedure was in place and people knew how to access it.

The service was not currently supporting people with end of life care.

People were complimentary of the organisation and staff felt well supported. The provider understood their duty of candour and the regulatory requirements of their role. The provider carried out regular audits and spot checks as well as, requesting feedback on the care received. They also kept themselves updated with changes within the care sector and shared any relevant information.

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

Rating at last inspection

The last rating for this service was good (published 10 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.