Archived: Craegmoor Supporting You in the Midlands

Updated 17 February 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 21 December 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. The inspection was carried out by two inspectors.

The provider completed a provider information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. As part of the inspection we reviewed information we held about the service including statutory notifications that had been submitted. Statutory notifications include information about important events which the provider is required to send us by law. We also contacted the local authorities who are responsible for funding some people’s care for information.

We spoke with five people who used the service at the office and four relatives by telephone. We spoke with six care staff, two locality managers, one administrator and the registered manager.

We looked at three records about people’s care, minutes from staff and people’s meetings, complaint and compliments file, incident forms and quality audits that the registered manager and provider had competed.

Updated 17 February 2017

This inspection took place on 21 December 2016.

Craegmoor Supporting you in the West Midlands provide personal care for people in their own home. There were 28 people using the service when we inspected and there was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run.

All people felt safe when staff provided care in their homes and had no concerns about their welfare. Care staff spent 24 hours a day in some people’s home and provided an overnight service. People then had access to care staff at night if needed. People told us they felt safe when their care staff were with them overnight in case they needed something. Care staff knew what they would do if they felt a person was at risk of potential abuse and felt confident that any report incidents would be addressed.

People told us they were encouraged to assess their own risks and what they felt able and comfortable with. Care staff knew how to respond to monitor and manage people’s risks and told us they encouraged people to learn and try new things. There were enough care staff when people needed them in their home at the arranged times day and night. Care staff provided people with their medicines and recorded when they had received them.

All people that we spoke told us care staff were knowledgeable about them and were confident in their roles and responsibilities. Care staff told us they received regular training and supervisions that help them provide care to people they supported.

People were involved in making decisions about their care and their consent was appropriately obtained by staff when caring for them. People who could not make decisions for themselves were supported to make a decision in their best interests. Care plans detailed what support people needed and provided guidance for care staff on how best to meet the care people wished to receive. People were supported to make their meals or care staff prepared them where needed. People were involved in planning their meals which included their favourite choices. Healthcare appointments were arranged for people and care staff had helped to arrange transport or went with them.

People told us they liked the care staff and their care needs were supported well. They also felt encouraged to be involved in their lives and choices and were happy that their dignity and privacy was respected. People spoke with us about the registered manager being accessible and provided examples of when the registered manager had visited them in their home.

Everyone we spoke with felt the registered manager and the management team were available to talk with and would listen and act of any feedback provided on the service. The management team had kept their knowledge current with support from the provider and external professionals. The staffing team felt the provider and management team and they led by example and that they regularly checked on the quality of the care that people received. The registered manager had developed a clear plan of improvements and were working towards achieving these throughout the year.