Vineyard (UK) Services Limited Also known as Complete Care Solution

Updated 3 May 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:

•The inspection team consisted of two inspectors, including a bank inspector and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type:

•Ashley House (also known as Complete Care Solution) is a domiciliary care agency. It provides personal care to people living in their own homes. They also provide personal care to people living in supported living accommodation.

•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:

•Our inspection was announced.

•The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

•Our inspection process commenced on 15 February 2019 and concluded on 18 February 2019. It included visiting the service's office, telephoning people who used the service and their relatives. We visited the office location on 15 February 2019 to see the registered manager and office staff, and to review care records and policies and procedures. We telephoned people who used the service and relatives on 15 and 18 February 2019.

What we did:

•Our inspection was informed by evidence we already held about the service including any statutory notifications. A statutory notification is information about important events which the provider is required to send us by law. The provider had completed a Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

•We spoke with six people who used the service and one relative.

•We spoke with the registered manager, deputy manager, senior care coordinator and three care staff.

•We reviewed three people's care records, five staff personnel files, staff training documents, and other records related to the management of the regulated activity.

Updated 3 May 2019

About the service:

•Ashley House (also known as Complete Care Solution) is a domiciliary care agency. The provider is Vineyard (UK) Services Limited.

•It provides a personal care support service to people with a mental health condition, older people, physical disability, sensory impairment and younger adults. Some of who live in supported living accommodation.

•Not everyone using Ashley House receives regulated activity; CQC only inspects the service

being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

•At the time of the inspection, it was providing personal care support to 45 people.

People’s experience of using this service:

•Relatives told us staff were reliable and met people's needs safely. People were safeguarded against the risk of harm and abuse. Staff knew how to provide safe care.

•People's medicines needs were safely met.

•Staff protected people against the risk of infection.

•The provider ensured people were supported by suitable and sufficient staff. Staff received regular supervision and they told us they felt supported.

•People's needs were assessed before they started receiving care and were supported by appropriately trained and skilled staff.

•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's care plans were person-centred. Staff knew how to provide personalised care.

•Staff treated people with dignity. People were involved in the care planning process and their

independence was encouraged.

•People and relatives knew how to raise concerns and they told us the service was responsive.

• People and relatives told us they were happy with the care they received and felt the service was managed well.

•The provider had effective systems and processes to ensure the quality and safety of service.

Rating at last inspection:

•The service was registered by CQC on 26 August 2011. At our last inspection the service was rated as overall Good.

Why we inspected:

•This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

Follow up:

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

•We made two recommendations in our inspection report, which we will follow up at our next inspection.

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