Harrow Carers

Updated 28 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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.

The inspection took place on 20 February 2019 and it was announced. We told the provider two days before our visit that we would be coming. We gave the provider notice of our inspection as we needed to make sure that someone was at the office in order for us to carry out the inspection. One inspector carried out this inspection.

Before the inspection 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 planned to make. In addition, we reviewed information we held about the service. This included any notifications and reports about the service.

We spoke with three people who used the service and five relatives of people. We also spoke with the registered manager, the centre manager, respite co-ordinator and seven care workers. We obtained feedback from two social care professionals.

We reviewed a range of records about people’s care and how the service was managed. These included the care records for six people using the service, six staff recruitment records, staff training and induction records. We checked the policies and procedures and the insurance certificate of the service.

Updated 28 March 2019

We undertook this announced inspection on 20 February 2019. Harrow Carers is registered to provide personal care services to people in their own homes. The services they provide include personal care, housework and prompting people to take their medicines. At the time of this inspection, the registered manager informed us that there were 56 people who used the service. All of them lived in Harrow.

Not everyone using Harrow Carers receives a regulated activity. CQC only inspects the service received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The service has 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 of the Health and Social Care Act and associated Regulations about how the service is run.

At the last comprehensive inspection that we carried out on 6 August 2016 the service was rated Good. We however, found a breach of Regulation 17 Good Governance. The service did not have comprehensive quality assurance systems for monitoring and improving the quality of the care provided. We carried out a responsive inspection on 29 December 2016 and found the service had complied with the requirement made and there were comprehensive quality audits and checks for monitoring and improving the quality of the service. At this inspection we found the service had met all the regulations we inspected. We therefore rated the service as Good.

We received positive feedback from people and relatives of people who used the service. They spoke highly of care workers and informed us that they were satisfied with the care and services provided. They informed us that people had been treated with respect and they were safe when cared for by the service.

The service had a safeguarding adults’ policy and care workers were aware of the procedure to follow if they suspected people were being abused. Care workers recognised the importance of treating all people with dignity and respect. The service had a policy on ensuring equality and valuing diversity and was committed to anti-discrimination and upholding the human rights of individuals.

Risk assessments had been carried out to ensure that potential risks to people were identified and appropriate guidance provided for care workers.

The service had suitable arrangements for supporting people with medicines. The registered manager told us that care workers rarely administered medicines but only prompted people to take their medicines.

Infection control measures were in place and care workers observed hygienic practices.

The service had a recruitment procedure to ensure that care workers recruited were suitable and had the appropriate checks prior to being employed. These records had the necessary documentation such as a Disclosure and Barring Service check (DBS), references, evidence of identity and permission to work in the United Kingdom.

The service had a training programme to ensure care workers were able to care effectively for people. Care workers had received support and supervision from management staff. Teamwork and communication within the service was good.

The service was working within the principles of The Mental Capacity Act 2005 (MCA). Care workers were aware of the importance of seeking the consent of people or their representatives if people did not have capacity to make decisions for themselves.

The service had a policy for promoting equality and valuing diversity and protecting the human rights of people. Care workers formed positive relationships with people. There were arrangements for encouraging people and their representatives to express their views and make suggestions regarding the care provided. Individual assessments and care plans had been prepared for people which took account of people’s individual preferences, their cultural and religious background. Regular reviews of care had been carried out to ensure that people received appropriate care.

The service had a complaints procedure and people and their representatives knew who to contact if they had concerns. No complaints had been recorded. The registered manager stated that none had been received. People and their relatives told us that they were satisfied with the care provided and they had not made any complaints.

There were regular checks and comprehensive audits of the service. People and their relatives and care workers expressed confidence in the management of the service.