Background to this inspection
Updated
2 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, an assistant inspector and an expert by experience (ExE) making telephone calls to people. An ExE is a person who has personal experience of using or caring for someone who uses this type of care service, older people and dementia care.
Service and service type:
Lauriem Complete Care Limited – Ditton is a domiciliary care agency. It provides personal care to people living in their own homes.
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 4 days’ notice of the inspection site visit because consent needed to be sought for telephone calls and home visits.
Inspection site visit activity started on 28 March 2019 and ended on 29 March 2019. We visited the office location on 28 March 2019 to see the registered manager and office staff; and to review care records and policies and procedures.
What we did:
Before the inspection we reviewed the information, we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse. We assessed the information we require providers to send us at least once annually to give key information about what the service does well and the improvements they plan to make. We used this information to plan our inspection.
During inspection we looked at the following:
• The care records of nine people.
• We spoke to 12 people using the agency and one relative.
• We visited three people in their own home and observed the care staff during the call.
• We spoke five members of care staff, the nominated individual wo also has a legal responsibility, the registered manager and the quality officer.
• Records of accidents, incidents and complaints.
• Audits and quality assurance reports.
• Five staff recruitment files.
• Staff supervision and training records.
• Annual surveys.
• Staff rotas including missed and late calls information.
Updated
2 May 2019
About the service: Lauriem Complete Care Limited – Ditton is registered as a domiciliary care agency, providing personal care to people in their own homes in the community. They provide services to any people who need care and support. The agency provides care services to people living in Kent. There were 290 people receiving support to meet their personal care needs on the days we inspected.
People’s experience of using this service:
¿ Some people told us the organisation went the extra mile to respond to their needs and the needs of their loved ones.
¿ An occupational therapist told us that the care staff often went above and beyond their role to promote positive outcomes for people.
¿ The staff were led by a management team that showed a commitment to continuous improvement and development of the service people received.
¿ Feedback was actively sought and used to improve the quality of the service people received.
¿ People received an individualised service that responded to the needs of people and their loved ones.
¿ People were provided with consistency and continuity of care; with staff that knew them well.
¿ People felt safe with the staff and confident that any concerns they raised would be dealt with appropriately.
¿ Potential risks posed to people and others had been assessed and mitigated.
¿ The management team used identified shortfalls to learn lessons and make improvements. The recording system for supporting people with their medicines had been improved.
¿ People received their medicines safely from staff that were trained and competency assessed.
¿ Staff were supported in their role and received continuous training and development to meet people’s needs.
¿ People’s consent was actively sought prior to any care or support tasks.
¿ Staff were kind, caring and patient with people. Information about people’s personal histories, likes and dislikes had been recorded within their care records.
¿ Staff worked jointly with health care professionals to promote people’s health and nutrition.
¿ Regular audits were used to monitor and improve the quality of the service people received.
The agency continued to meet the characteristics of Good.
Rating at last inspection: Good (Report published 27 September 2016)
Why we inspected: This was a planned inspection based on the rating at the last inspection.
Follow up: We will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated Good.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk