Background to this inspection
Updated
14 January 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 team consisted of an inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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.
Inspection activity started on 17 December 2019 and ended on 18 December 2019. We visited the office location on 17 December 2019.
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 one person who used the service about their experience of the care provided. We spoke with seven members of staff including the registered manager, operations manager, care managers, practice lead and two care workers.
We reviewed a range of records. This included three people’s care records and two 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 contacted with two professionals who regularly visit the people supported by the service. They provided very positive feedback about the management and care staff at Liver Care.
Updated
14 January 2020
About the service
370a Marsh Lane (Liver Care) is a domiciliary care agency providing personal care and support to six people aged over 18 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
People who received a service, social care and healthcare professionals spoke positively about the service and told us staff were professional and did everything that was expected of them.
Liver Care had developed good relationships and worked closely with social care and health care professionals, providing effective care and support for people.
Positive relationships had been developed between staff and people they supported. People said calls to their home were never missed and that staff arrived on time.
People using the service and staff were involved in the development of their care through regular review meetings, and questionnaires were sent to people every year. Feedback received was positive. Actions were identified and addressed to bring about improvements.
People told us they had no complaints or were confident they would be listened to if they did. Complaints had been addressed through the providers complaints procedure.
People's care records provided information about individual backgrounds and their support needs, to guide staff effectively. The service worked with family members to maintain people's health and wellbeing.
Staff had been recruited safely. The recruitment process had improved and was now robust. There were sufficient numbers of staff employed to support people.
Staff received a comprehensive induction and regular training and support. Staff told us they enjoyed working for the service.
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.
Effective quality assurance systems were in place to monitor key aspects of the service. The introduction of the electronic monitoring system provided up to date information about the quality of the service provided and helped ensure people received their support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update: The last rating for this service was requires improvement (published 21/12/2018) and there was a breach of regulations. 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 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.