Background to this inspection
Updated
16 July 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. 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
This 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 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. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 17 June 2019 and ended on 18 June 2019. We visited the office location on 17 June, and made phone calls to people and staff on June 18.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service, seven relatives of other people that used the service, three staff members and the registered manager. We reviewed a range of records. This included three people’s care records and four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
16 July 2019
About the service
Office is a domiciliary care agency providing personal care to older people living their own homes. At the time of the inspection 32 people were receiving personal care.
People’s experience of using this service and what we found
People received safe care. Staff understood safeguarding procedures.
Risk assessments were in place to manage risks within people’s lives.
Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.
Staffing support matched the level of assessed needs within the service during our inspection.
Staff were trained to support people effectively.
Staff were supervised well and felt confident in their roles.
When required, people were supported with food and drink and to have a varied diet.
When required, staff ensured people’s healthcare needs were met, and people had access to health professionals as required.
People's consent was gained before any care was provided, and they were supported to have maximum choice and control of their lives.
Staff treated people with kindness, dignity and respect and spent time getting to know them.
People were supported in the least restrictive way possible.
Care plans reflected people likes dislikes and preferences.
People and their family were involved in their own care planning as much as was possible.
A complaints system was in place and was used effectively.
The registered manager was open and honest, and worked in partnership with outside agencies to improve people’s support when required
The service had a registered manager in place, and staff felt well supported by them.
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.
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 (report published 5/4/2016).
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.