Background to this inspection
Updated
27 March 2020
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 carried out by two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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.
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. The provider was not asked to complete a provider information prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with eight members of staff including the registered manager, care manager, Human Resources and Finance Officer and five care workers.
We reviewed a range of records. This included four people’s care records and medicine records. We looked at 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We spoke to two people who used the service and three relatives. We looked at training data and quality
Updated
27 March 2020
About the service
Nwando Domiciliary Care is a domiciliary care agency providing personal care to 14 people aged 65 and over at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The recording of creams applied to people needed to be consistent.
We have made a recommendation about the management of medicines.
People told us they received their medicines on time and staff were trained in this area with their competence assessed.
People told us they felt safe with staff and they arrived on time. People were protected from coming to harm as they had appropriate risk assessments and staff were always updating the main office with information if they thought someone was unsafe.
Staff were aware of their safeguarding responsibilities and knew the different signs if they thought someone was at risk of abuse.
Assessment of people’s needs was carried out to ensure people could be fully supported by the service. People told us staff asked for their consent before care was delivered. People told us they were offered choices when they received care and support.
People and their relatives told us staff were kind and caring. Staff respected people as individuals and did not discriminate against people when providing care. People’s privacy and dignity was respected.
People received personalised care at all times, and this was reviewed to ensure care was continuing to meet their needs. People were involved in planning their care with their relative. People’s communication needs were clearly stated to support staff have effective communication in a format that best suited them.
People and their relatives knew how to complain and how to give positive feedback to the service.
Quality assurance systems were now embedded and effective to monitor the service people received.
The registered manager and other managers were committed to improving the service and continuously learning to ensure they had the skills to provide people with high quality care.
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 requires improvement (published 21 February 2019).
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.