Has 2 be Happy Care

Updated 30 April 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

This inspection visit was carried out by one adult social care inspector. The adult social care inspector was supported by an Expert by Experience who made telephone calls to people and relatives to gain feedback about people’s experiences. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. The Expert by Experience had knowledge of caring for a person with a learning disability.

Service and service type:

This service is a domiciliary care agency. It provides personal care to adults living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 48 hours’ notice of the inspection visit to be sure the registered provider, staff and people they supported would be available to speak with us.

Inspection site visit activity started on 18 March 2019 and ended on 25 March 2019. We visited the office location on 18 and 22 March 2019 to see the manager and office staff; to review care records and policies and procedures; and to speak with four people who used the service. Additionally, we visited two people, with their permission at their homes. We made telephone calls to people and relatives on 18 and 25 March 2019.

What we did:

Before the inspection took place, we reviewed information we held about the service. This included previous inspection reports and notifications submitted by the provider relating to incidents, accidents, health and safety and safeguarding concerns which affect the health and wellbeing of people who used the service. We also spoke with the Lancashire County Council contracts and commissioning teams and Healthwatch. Healthwatch is a national independent champion for people who use healthcare services. This allowed us to gain information relating to the quality and safety of service being provided. We used this information to develop our inspection plan.

During the inspection spoke with six people and six relatives by telephone. We spoke with three members of care staff and the registered manager and nominated individual.

We visited the office and looked at a variety of records. This included care records relating to three people who used the service. We also looked at information related to the management of the service. This included quality audits, records of accidents, incidents and complaints and recruitment files of three staff. We did this to ensure the registered manager had oversight of the service and to ensure the service was appropriately managed.

Following the inspection visit we spoke with three health and social care professionals to find out their views on Has 2 Be Happy Care.

Updated 30 April 2019

About the service: Has 2 Be Happy Care is a domiciliary care agency which provides personal care to people living in their own homes and supported living services. At the time of our visit 33 people were being supported.

People’s experience of using this service:

The registered provider continued to be committed to developing a holistic service which was person-centred and extremely responsive to people’s needs. Outcomes for people were consistently positive. The service was described as “inspiring,” and, “the best thing since sliced bread.”

Relatives praised the ways in which people’s quality of life had improved since their family members had used the service. We were repeatedly told staff made a difference within people's lives. One relative told us the service had been life changing for their family member.

There was a strong person-centred culture which ran throughout the service. Staff were motivated to make a difference and cared for people in ways that exceeded expectations.

The service was committed to ensuring people’s voices were promoted and listened to. They worked innovatively to ensure people could be heard and understood. People were routinely involved in their own care planning and the development of their service.

People were supported and encouraged to be involved in the design and management of the service. For example, we spoke with a group of people who were involved in recruiting staff for the service. They told us their views were always taken seriously.

Everyone we spoke with said they were extremely happy with the service and would recommend the service to other people.

We were repeatedly told by people and relatives the service was extremely well-led. We found evidence during the inspection process which confirmed this was the case. Leadership within the service was strong and focussed upon striving for and maintaining a person-centred service.

Managers and staff had a clear vision of what was required of a quality service and excelled in providing this throughout the service. Feedback was continuously gained from all parties to develop and improve the service.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

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

People said they were assured staff were experienced and appropriately trained. Staff worked in partnership with families to develop and provide training to staff.

The registered provider had invested in technology and was in the process of implementing it throughout the service to increase efficiency and further improve outcomes for people.

Staff were described as reliable, kind and caring. We were provided with many examples of when staff had gone the extra mile.

Processes continued to be embedded within the service to promote safety. People and relatives confirmed safety was always considered.

The management team worked proactively to ensure individual concerns were identified and acted upon before they became a complaint. People told us they had never had any reason to complain but were confident any complaints would be dealt with effectively and professionally should they ever need to.

Rating at last inspection: Good (08 September 2016)

Why we inspected: This was a planned and scheduled inspection.

Follow up: The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.

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