Archived: Unity Care Solutions (Maidstone)

Unity Care Solutions (Maidstone) provides personal care and for 23 people who are living in the community. People receiving care and support were predominantly children aged two years old and up. Some people were young adults. People required specialist care which included nursing care. Some people required assistance from artificial aids to help them to breathe. Staff provided assistance to people such as washing and dressing, preparing food and drinks, administering medicines and helping people maintain their health and wellbeing.

People's experience of using this service:

• The service had received many compliments from people who used the service and their relatives. One relative told us, "They are a fabulous team who put [relative] first."

• People and their relatives told us that staff were reliable and turned up for calls on time. People had regular staff and this provided people with consistency. The provider made sure that there were enough staff to cover all of the calls.

• People were protected from abuse and avoidable harm. Staff understood their role and responsibilities in keeping people safe, they had received safeguarding training and had a safeguarding policy and procedure to inform their practice. Robust staff recruitment checks were completed before staff started working with people. Risks associated with people's needs including the environment had been assessed and staff had guidance about the care people required to reduce any risks.

• Medicines systems were organised and people were receiving their medicines when they should. Staff continued to follow safe protocols for the administration of medicines.

• Staff received an induction when they started their employment, this included shadowing experienced staff. This gave people the opportunity to meet staff before they provided care independently. Staff received ongoing training and support from the full management team which includes a Registered Nurse, senior co-ordinator and care co-ordinator. , this included assessments to ensure staff provided safe and effective care.

• People and their relatives were supported to understand how to keep safe and to raise concerns when necessary.

• People and relatives we spoke with felt staff managed their needs well. One person said, "They are brilliant and really know and understand [relative]."

• The registered manager was up to date about best practice and current legislation and supported staff in providing effective care. 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.

• Staff worked closely with people's social workers to ensure people's needs were met, and professionals spoke positively about the service. One health and social care professional we spoke with told us, "I have had nothing but positive experiences whilst working closely with Unity Care Solutions."

• People and their relatives told us staff were kind, courteous and sensitive. One person said, "Staff are exceptionally caring and kind.”

• People's information was treated confidentially. People's paper records were stored securely in locked filing cabinets at the office.

• Staff supported people to access medical assistance from healthcare professionals when they needed it. Staff knew people well and recognised when people were not acting in their usual manner.

• People's care plans detailed what staff needed to do for a person. The care plans included information about their life history and were person centred.

• The service met the characteristics of Good in all areas; more information is in the full report.

Rating at last inspection:

The rating at the last inspection was Good (19 August 2016)

Why we inspected:

This was a planned inspection of the service.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Unity Care Solutions (Maidstone) is a domiciliary care agency registered to provide personal care for adults and children who required support in their own home. At the time of our inspection the service was providing care to 15 people in the local community.

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.

At our previous inspection on 23 June 2016, the service was in breach of regulation 12 (Regulated Activities) Regulations 2014. This breach was in relation to effective recording of people’s health and carrying out appropriate safety checks of equipment. At this inspection improvements had been made and the service was no longer in breach of the regulation.

The registered manager had effective auditing systems in place to check and ensure that staff were checking equipment on arrival at people’s homes and that people’s records were completed. People’s files showed that staff were completing all necessary records on people’s health. Training was given to all staff on people’s specific equipment prior to starting care

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At our previous inspection on 23 June 2016, the service was in breach of regulation 19 (Regulated Activities) Regulations 2014. This breach was in relation to gaps in staff employment history. At this inspection improvements had been made and the service was no longer in breach of the regulation.

The registered manager had put in place auditing systems to check staff files and this included any gaps in employment history. Any gaps or missing information had been identified and rectified through this auditing process. Staff files showed that appropriate checks were made to ensure that staff were safe to work with vulnerable adults and children.

The provider had ensured that there were appropriate systems in place to identify and minimise risk for people using the service. Risks to people's safety had been assessed and actions taken to protect people from the risk of harm.

Medicines were managed safely by trained staff. Guidance was given to staff about people’s medicines.

There was sufficient staff to provide care to people. The provider had effective systems in place to ensure that there was appropriate cover when it was required. Staff had safety checks to ensure they were safe to work with children and adults.

People were protected from abuse by trained staff who could identify the forms of abuse and who they can report to. The provider had effective safeguarding systems in place.

Unity Care Solutions (Maidstone) is a domiciliary care service. The office is located in Kingshill, near West Malling. Unity Care Solutions (Maidstone) provides personal care and for 13 people who are living in the community. People receiving care and support were predominantly children aging from two years old and up. Some people were young adults. People required specialist care which included nursing care. Some people required assistance from artificial aids to help them to breathe. Staff provided assistance to people such as washing and dressing, preparing food and drinks, administering medicines and helping people maintain their health and wellbeing.

Unity Care Solutions (Maidstone) had a registered manager. The registered manager was on maternity leave, so the provider had put an interim manager in place. 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 and associated Regulations about how the service is run.

Relative’s views about the service they received were positive. Relatives felt their family members received safe, effective, compassionate, responsive and well led care.

Recruitment practices were not always safe; gaps in employment history had not always been explored.

Essential checks of people’s vital signs and checks of equipment had not always been carried out and recorded. This meant that some people’s health were at risk.

Medicines were appropriately managed and administered. Medicines audits had been carried out for some medicines records. Action from audits were not always clear. We made a recommendation about this.

Procedures and guidance in relation to the Mental Capacity Act 2005 (MCA) were in place which included steps that staff should take to comply with legal requirements. Capacity assessments followed the principles of the Mental Capacity Act.

Systems to monitor the quality of the service were not effective. Policies and procedures were out of date, which meant staff didn’t have access to up to date information and guidance.

Staff had received training about protecting people from abuse and showed a good understanding of what their roles and responsibilities were in preventing abuse.

Staff had received regular support and supervision from their line manager. There were suitable numbers of staff on shift to meet people’s needs.

People’s information was treated confidentially. People’s paper records were stored securely in locked filing cabinets.

People received medical assistance from healthcare professionals when they needed it. Staff knew people well and recognised when people were not acting in their usual manner.

People’s care plans detailed what staff needed to do for a person. The care plans included information about their life history and were person centred.

People had choices of food at each meal time which met their likes, needs and expectations. People were supported to be as independent as possible.

Relatives told us that staff were kind, caring and communicated well with them.

People and their relatives had been involved with planning their own care. Staff treated people with dignity and respect.

People were given information about how to complain and how to make compliments. Complaints had been dealt with appropriately.

People’s views and experiences were sought through review meetings and through surveys.

People told us that the service was well run. Staff were positive about the support they received from the manager. They felt they could raise concerns and they would be listened to.

Communication between staff within the service was good. They were made aware of significant events and any changes in people’s behaviour.

There were effective quality assurance systems in place. The management team and provider carried out regular checks on the service to make sure people received a good service.

We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.