Highlea Care Limited

Updated 7 December 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

The inspection was undertaken by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes. People may have a learning disability, physical disability or have mental ill-health.

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

This inspection was unannounced. We visited the provider's office location unannounced but made arrangements to visit people in their own homes over a three day period.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. 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 15 people who used the service. We spoke with the registered manager, nominated individual, two service managers, two team leaders and seven support workers.

We reviewed a range of records. This included people’s care records and medication records. We looked at six staff files in relation to training and staff supervision. A variety of records relating to the management of the service, including audit checks and meeting minutes were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with two relatives via telephone interview.

Updated 7 December 2019

About the service

Highlea Care Limited is a domiciliary care agency proving personal care and support to people living in their own homes across County Durham. We visited four of the five locations where people receive personal care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help and with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection 29 people were receiving personal care.

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 young 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’s experience of using this service and what we found

People told us staff were kind and caring. We saw outcomes for people had improved since our last inspection. Staff supported people to remain independent and promoted their dignity. People's privacy was respected and their personal information was kept securely.

People were supported to take their medicines safely. Staff understood their responsibilities about keeping people safe. Risks were identified and managed well. Staff understood their responsibilities to prevent the spread of infection whilst working in people's homes. We saw people were now actively involved in the recruitment process for their staff.

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.

Staff had completed training in key areas and were supported to carry out their roles. Training was now person specific and people were involved in supporting the delivery of training to new staff. People had confidence in staff and were content with the care they received. People were supported to access health services if needed. People's dietary needs were assessed and, where required, people were supported with their meals.

People's support plans were up to date about their individual needs and preferences. People received support that met their needs. People and their relatives knew how to complain, although none we spoke with had any complaints. People's rights to make their own decisions were respected.

The registered manager, nominated individual and service managers had worked hard to improve the service since our last inspection. They had looked at opportunities to improve every aspect of the service and were committed to improving the service further. There were quality checks in place to ensure the service delivered a good standard of care and support.

The outcomes for young people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to develop, learn new skills and become independent.

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 requires improvement (published January 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the rating at the last inspection.

Follow up

We will monitor all intelligence received about the service to inform the assessment of the risk profile of the service and to ensure the next planned inspection is scheduled accordingly.