30 November 2016
During a routine inspection
This inspection took place on 30 November 2015 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to contact a representative of the service management in person.
Cordant Care - Reading is registered as a domiciliary care agency and as such provides personal care and support to people in their own homes. At the time of our inspection 10 people were receiving services. Some of them needed short visits at key times of the day, for example in the morning to help them get up. Other people, with more complex needs, received 24-hour care.
There was 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.
People told us they felt safe using the service and trusted the staff who supported them. People commented, “I always feel safe” and “I feel ever so comfortable when they are around.”
Staff had received training concerning the issue of recognising and reporting abuse. All of them knew how to report any concerns and were confident that any allegations made would be fully investigated to keep people protected. Risk assessments were in place, providing information about how to reduce the risks people might face, including home environment and self- medication risk assessments. Medicines were administered in a safe way.
The number of staff sufficed to meet people’s assessed needs. Staff were employed according to robust recruitment procedures. Pre-recruitment checks had been made to ensure that new staff were suitable to support people in their own homes and maintain people’s safety.
The registered manager and staff had a clear understanding of the Mental Capacity Act 2005.They were knowledgeable about protecting legal rights of people who did not have the mental capacity to make decisions for themselves. Where people did not have the capacity to make certain decisions, the service acted in accordance with legal requirements. If decisions had to be made on a person’s behalf, they were made in their best interest at a meeting involving professionals and family if appropriate.
People felt involved in their care and were given opportunities to make choices regarding their care and support. Staff understood the principles of consent and delivering individualised care. People described staff as caring and kind. They also told us that staff knew their needs, providing them with the support that they expected.
People also said they were treated with dignity and respect. The service sought to meet their needs in relation to equality and diversity values.
The staff were pleased to work for the provider and felt supported in their role. The provider promoted an open culture where both staff and people using the service could raise concerns without fear of being frowned upon. People knew how to complain and felt their complaints would be investigated and responded to.