Archived: ACASA

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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. The registered manager also had responsibility for two other services within the care group. Therefore, the provider had appointed a local team manager who had responsibility for running the service on a day to day basis. A manager had also been appointed to supervise the delivery of the React service.

People were supported by staff they could trust, who made them feel safe. Relatives had no concerns for the safety of their loved one and told us they experienced good continuity and consistency of care from conscientious, dedicated staff.

Staff had received safeguarding training and knew how to recognise and report potential signs of abuse. Records showed safeguarding incidents had been reported, recorded and investigated in accordance with the provider’s safeguarding policies and local authority guidance. People were kept safe as staff understood their role in relation to safeguarding procedures. The registered manager and team manager ensured staff safety at work by effectively implementing the provider’s lone worker policy.

The registered manager ensured people were protected people from harm by identifying risks associated with their care and managing these effectively. Designated staff completed needs and risk assessments, which promoted people’s independence, while keeping them safe. Risk assessments gave staff clear guidance to follow in order to provide the required support to keep people safe. We observed staff support people safely in accordance with their risk assessments and support plans.

The registered manager completed a weekly staffing analysis to ensure there were sufficient suitably qualified staff available to keep people safe and meet their needs. Rosters demonstrated that the required number of staff to meet people’s needs was always provided, which we observed in practice. The provider had a stringent annual leave policy, which ensured there were sufficient staff to cover popular public holidays. Office staff had all completed the provider’s required training which provided resilience to cover any unforeseen staff absence.

Recruitment files showed that a thorough system was in place for pre-employment checks and the required records were available to confirm these had taken place. The provider had obtained proof of candidates’ satisfactory conduct in previous health and social care employment. People were safe as the provider had assessed the suitability of staff to provide care to people in their own home.

Staff told us they felt confident managing medicines and that their training had prepared them to do this. People received their medicines safely, administered by staff who had completed safe management of medicines training and had their competency assessed by the registered manager. People told us that staff supported them where necessary with their medicines, in accordance with their care plan.

Staff were enabled to meet people’s needs with an effective programme of induction, supervision and appraisal. Required staff training was up to date and refreshed regularly to ensure staff retained and updated the skills and knowledge required to support people effectively.

People were supported to make their own decisions and choices. People’s human rights were protected by staff who demonstrated clear understanding of guidance and legislation relating to consent and mental capacity.

People’s specific dietary requirements, preferences and any food allergies were detailed within their support plans. Staff had completed training in relation to food hygiene and safety and knew people’s food and drink preferences. We observed people supported appropriately to ensure they received sufficient to eat and drink.

Staff recognised changes in people’s needs in a timely way and sought advice from relevant health professionals, which we observed being implemented effectively in practice. The service worked in partnership with a range of health care professionals to ensure people’s health care needs were met.

People told us staff were kind and compassionate and treated them with respect. Staff had invested time to build positive relationships with people who enjoyed their company. During home visits we observed relationships between people and care staff, which were warm and caring. Conversations flowed naturally between people and staff about topics of general interest and other subjects, which demonstrated that staff knew people well and took a keen interest in their lives and wellbeing.

People were actively involved in making their decisions and planning their own care and support. People told us they were able to make choices about their day to day lives and care staff respected those choices.

People were involved in developing their care and support plans, which were personalised and detailed daily routines specific to each person. The management team were committed to ensuring people were involved as much as they were able to be in the planning of their own care.

People’s needs were assessed and regularly reviewed to ensure their care and support was responsive to any identified changes. Records accurately reflected people’s wishes and were up to date. Staff were provided with necessary information and guidance to meet people’s needs. People’s and staff records were stored securely, protecting their confidential information from unauthorised access.

The service was well led. Senior staff provided clear and direct leadership and effectively operated systems to assure the quality of the service and to drive improvements. Feedback from people, their relatives, and staff was sought to identify changes required to improve the quality of care people experienced. The provider’s audits were used to review changes implemented, and ensure all required actions had been taken.