Background to this inspection
Updated
29 October 2016
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 over four days on the 18 August 2016, when we visited the offices. On 19 August 2016 we carried out a telephone interview with the registered manager. On 19 September we carried out telephone interviews with relatives and people who use the service. On 22 September 2016 we carried out telephone interviews with staff. This inspection was announced because we needed to ensure that staff were available at the offices to speak with us.
The inspection team consisted of one inspector from the Care Quality Commission.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed information we held about the service, including the notifications they had sent us. A notification is information about important events which the provider is required to send to us.
During the inspection, we spoke with the registered manager, senior staff and the HR manager. We also spoke with three care staff and four people who used the service and two relatives. We looked at the care records of four people who used the service and the recruitment and training records for staff employed by the service. We also reviewed information on how the provider managed complaints, and how they assessed and monitored the quality of the service.
Updated
29 October 2016
We carried out an announced inspection on 18 August 2016 and made telephone calls to people who used the service 19 September 2016 and to staff on 22 September 2016. We also carried out a telephone interview of the registered manager and provider on 19 August 2016.
Mike Riglin Care is a community based service providing home care support for people living in their own homes. At the time of the inspection, there were approximately 22 people being supported by the service.
The service has a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission 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.
Staff were knowledgeable about the people they supported and protected them from the risk of harm. Risk assessments were in place but were not always detailed enough.
The provider had effective recruitment processes in place and there were sufficient staff to support people safely. Staff understood their roles and responsibilities and would seek people’s consent before they provided any care or support. Staff received supervision and support, and had been trained to meet people’s individual needs.
People were supported by caring and respectful staff who they felt knew them well. Staff also felt that they were given the opportunity to get to know the people they supported. Relatives we spoke with described the staff as very good and caring.
People’s needs had been assessed, and care plans took account of their individual, preferences, and choices. Staff supported people when required to attend health care visits such as GP appointments and hospital visits.
The provider had a formal process for handling complaints and concerns. They encouraged feedback from people and acted on the comments received to continually improve the quality of the service. The provider also had effective quality monitoring processes in place to ensure that they were meeting the required standards of care.