Background to this inspection
Updated
4 August 2021
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 two inspectors 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.
Service and service type
This service is a domiciliary care agency. It provides short term personal care and support to people living in their own houses or flats, or within two rehabilitation units. The service typically supports people for up to six weeks to regain their independence after an injury or illness. The service also provides urgent support when people have had a fall in their homes.
The service did not have a manager registered with the Care Quality Commission. This means that the provider is legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection. This was because we wanted to ensure the manager would be available to support the inspection during the site visit.
Inspection activity started on 11 June 2021 and ended on 20 July 2021. We visited the office location on 16 July 2021.
What we did before the inspection
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 reviewed information we had received about the service since the last inspection. We used all of this information to plan our inspection.
During the inspection-
We asked the provider to send us various records and documents that we reviewed before the visit to the office location. This included care records for four people, and staff recruitment, supervision and training records. We also looked at records relating to the management of the service, including quality monitoring audits.
We spoke with 11 people who used the service and eight relatives by telephone.
We looked at further records during the visit to the office location. We also spoke with the manager.
After the inspection
We spoke with three staff by telephone. The manager sent us information about their plans to further support people with their physical health needs.
Updated
4 August 2021
About the service
Reablement - Urgent Homecare and Falls Response Service is a domiciliary care service providing short-term personal care to people needing support to regain their independence after illness or surgery. At the time of this inspection, 59 people were being supported by the service.
Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; 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
The manager had made the required improvements to the quality of people’s care plans and risk assessments. This ensured that staff supported people safely to meet their individual needs. The detailed information in the care plans now helped staff to provide person-centred care. The manager now had access to records stored on the provider’s electronic system. This helped them to carry out their role well.
People were happy with how staff supported them to meet their individual needs, and they felt safe. Those who required longer-term support would have preferred to continue being supported by the service. Most people and their relatives described staff as ‘good, caring, friendly and helpful’. There were now systems to ensure that risks to people were well managed.
Communication between people, staff and the manager had improved. People and their relatives told us that they had been involved in planning people’s care. They felt able to contact the manager if they had any concerns. There was a system to manage people’s concerns and complaints.
The provider had systems to regularly assess and monitor the quality of service. This helped them to continually improve the service. The manager and staff worked closely with health professionals to ensure that people received the right care and support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 21 June 2019).
Why we inspected
We undertook this focused inspection to check that the provider had made improvements. This report only covers our findings in relation to the Key Questions Safe, Responsive and Well-led.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
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.