Background to this inspection
Updated
26 July 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. 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 one 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
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 we wanted the provider to make arrangements for us to see staff during the inspection and to contact people who used the service who would be happy to receive a phone call from us.
Inspection activity started on 5 July 2019 and ended on 10 July 2019. We visited the office location on 5 July 2019.
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. 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-
During our visit to the office, we spoke with the registered manager, the deputy manager and five members of care staff. An Expert by Experience also spoke with 4 people who used the service and 13 relatives.
We reviewed a range of records. This included three people’s care records. We also looked at a variety of records in relation to staff training, staff supervision, complaints, safeguarding concerns and numerous audits that provided the registered manager with oversight of the service.
Updated
26 July 2019
About the service
Homecare4u Dudley is a domiciliary care agency that provides personal care and support to people in their own homes. At the time of the inspection, the service was providing support to 152 people
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 felt safe when supported by a group of staff who had the skills to meet their needs. People felt comfortable in the company of staff who supported them. Staff were aware of the risks to people and how to manage those risks. Where safeguarding concerns had been raised, they had been responded to and acted on appropriately.
Staff had received an induction that provided with the training, information and support they required to effectively and safely meet people’s needs. Staff felt well trained and supported in their role. They felt listened to and able to contribute to the running of the service. Staff practice was regularly observed to ensure people were supported safely and in-line with their care needs.
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.
Accidents and incidents were routinely recorded and acted upon. Information was analysed for any trends and actions were taken to reduce the risk of reoccurrence.
People were supported by a consistent group of staff who were aware of their health care needs and liaised with other health care professionals to support their wellbeing. People were supported where appropriate at mealtimes.
Staff treated people with dignity and respected and encouraged them to maintain their independence. People were routinely encouraged to be involved in decisions regarding their care. People received care and support based on their individual assessment, needs and preferences.
People were confident that if they raised a complaint they would be listened to and it would be acted on. Where complaints had been received, they had been responded to appropriately and analysed for any lessons to be learnt. A number of compliments had been received regarding the service.
People and staff were complimentary of the service, and of the positive impact the registered manager had had on service delivery and considered it to be well led. People’s views were sought of the service.
A number of quality audits were in place in order to drive improvement in the service. Staff were aware of and on board with, the registered manager’s vision for the service, which was to provide people with person centred care.
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 good (published 6 January 2017).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Homecare4u Dudley on our website at www.cqc.org.uk.
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.