We carried out a review of the data available to us about Christchurch Cares on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Christchurch Cares, you can give feedback on this service.
This service is a domiciliary care agency. It provides personal care to people living in their
own houses and flats. At the time of the inspection, it was providing care to 100 people.
People’s experience of using this service:
People experienced a good reliable service, with personal care delivered by compassionate, kind and well-trained staff. One person said, "I really look forward to the carers coming every day. It’s the little things they do that really count. I can’t fault any of them.” Another person said, "They treat me with the upmost respect I never have any concerns. They know what they are doing they are good at their job.”
Staff had a good understanding of people's needs and provided person-centred care which enabled people to have a good quality of life.
People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.
People were supported by consistent staff. Robust recruitment processes were in place.
Staff were provided with an induction and had been trained to ensure they could meet people's needs.
Positive relationships had developed between people and the staff that supported them. People and their families were involved with care planning and staff knew people well and could explain their histories and personal preferences.
Systems were in place to seek the views of people who used the service and monitor the quality of the service people received. Spot checks, care planning review meetings and audits were carried out on a regular basis.
Rating at last inspection:
Good (date of the last report published was 14 October 2016).
Why we inspected:
This was a planned inspection based on the rating at the last inspection.
Follow up:
We will continue to monitor this service in line with our re-inspection schedule for those services rated as Good.
The service had a registered manager in post. 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 knew how to recognise signs of abuse and what they needed to do to protect people from abuse. Risks to individuals and their home environment were identified and managed. Risk assessments were centred on the needs of the individual, to enable people to live at home safely and independently within their capabilities.
The staffing arrangements ensured there were enough staff to meet the needs of people using the service. Contingency plans were in place to provide staff cover for any unforeseen emergencies and short notice staff absences.
Robust staff recruitment processes ensured that staff employed to work at the service had the right mix of skills, knowledge and experience and were suitable to work with people using the service.
Where the service was responsible, people’s medicines were managed appropriately. Staff received appropriate training to equip them with the knowledge and skills to meet the range of needs of people using the service. A training academy was in the process of being set up by the provider to be based at the agency office.
The principles of the Mental Capacity Act (MCA) 2005 were followed when assessing people’s capacity. Staff were aware of the requirements of the MCA legislation and ensured that consent was obtained from people before providing their care.
Where the service was responsible, people were supported to have a balanced diet that promoted healthy eating. Staff met people’s day to day health and welfare needs and took appropriate action in response to changing health conditions requiring medical intervention.
People’s needs were assessed and their care plans had sufficient detail to reflect how they wanted to receive their care and support to be provided. People using the service and/or their relatives were involved in the care reviews.
People were treated with kindness and compassion and their privacy was respected. The staff understood and promoted the principles of person centred care.
Complaints were responded to appropriately and were used as an opportunity for learning and improvement. The registered manager understood their responsibilities and they were knowledgeable of the needs of all people using the service. Staff delivered a quality service and understood and promoted the ethos and vision of the service.
Management systems were in place to monitor and review the quality of the service people received and drive continuous improvement.
We asked them about their care and one person told us, 'They have helped hugely.' Another person's relative we spoke with said, 'They (the carers) are brilliant, they have made such a difference to (their relative).'
We looked at the care records of three people who used the service which showed that people's needs had been assessed and that care plans and risk assessments were in place to guide staff in meeting the needs of the person safely. Staff received support and training to ensure they had the necessary skills to meet people's needs.
During our visit we found people were provided with useful information about the service. We saw that people received an assessment of their needs and these were being updated. We found that staff were receiving supervision, completing a program of training and were knowledgeable in such things as protecting people from the risk of abuse.
We found that the service had quality monitoring systems in place and people had a variety of methods available for them to share their views and opinions about the service. People's feedback about the service was very positive.
One person said of Christchurch Care Agency: "It is an excellent service. They do everything I want very well and take their time to do a good job." Another person said: "I rely on them and they don't and never have let me down. I'd be lost without them."