Home Counties Carers

Updated 6 September 2023

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 Health and Social Care Act 2008.

Inspection team

Our inspection was completed by 2 inspectors 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there were two registered managers in post one of whom was also the provider.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 12 July 2023 and ended on 25 July 2023. We visited the location’s office on 12 July 2023.

What we did before the inspection

The provider completed a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used information gathered as part of monitoring activity to help plan the inspection and inform our judgements. We used all information to plan our inspection.

During the inspection

We called and spoke with 4 people and 5 relatives of people who used the service about their experience of the care provided. At the office we spoke with the provider [who was also one of the registered managers], the other registered manager, the nominated individual and 7 members of staff. We called and spoke with 5 members of staff. We received feedback from 3 external professionals.

We reviewed a range of records including 4 people's care plans, daily care notes, multiple medication records, incident records and complaints. We reviewed a variety of records relating to the management of the service including 4 staff recruitment files, spot checks and quality assurance records.

Updated 6 September 2023

About the service

Home Counties Carers provide personal care and support to older people and people with disabilities living in their own homes both as live in care and domiciliary care visits. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of our inspection all 48 people received personal care.

People’s experience of using this service and what we found

Staff found ways to make sure people were at the heart of the care they provided. People were treated as individuals whose life and experiences mattered to the staff. The Provider and staff went out of their way to ensure that people and their relatives were comforted and looked after in a kind and compassionate manner and treated with dignity and respect.

People and relatives were at the centre of decision making about their care. People and their relatives placed great value on the friendships that they developed with staff. They felt that staff went beyond all expectations in the care that staff provided. Relatives fed back that using the services had a huge positive impact on theirs and their family member's lives. The service had a strong, visible person-centred culture and was exceptional at helping people to live their lives to the fullest.

People, their relatives and staff told us the provider and all of the senior staff were caring, friendly and approachable. The provider and senior management took a personal interest in people and staff and knew them well. The provider worked in partnership with people's families, the wider community and outside organisations to improve the care and support people received. The provider had systems in place which monitored health and safety and the quality of people's support. The systems were responsive and had led to changes being made. The provider was proactive with regard to how people's support could be improved.

People told us that they felt safe with staff. Staff understood risks to people's care and what they needed to do to reduce the risks of injuries to people. Staff had received training in how to safeguard people and what they needed to do if they suspected abuse. Before staff started work checks were undertaken to ensure that they were suitable.

There were sufficient numbers of staff employed at the service and systems were in place to ensure that there were no missed calls to people. People's medicines were managed in a safe way by staff. Staff followed best practice with regards to infection control.

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.

Before staff started work, they received a detailed induction. Staff told us that they felt supported and that training at the service was effective. People told us that staff knew how to provide care and understood their needs. Training was continuous and staff competencies were reviewed regularly through spot checks and one to one meetings with their manager. People's opinions were sought in relation to how they wanted their care to be delivered.

People were supported with the meals that that they liked and in line with their dietary needs. Staff monitored people's health and liaised with relevant health care professionals to ensure people received the care and treatment they required. Staff worked within health care social care guidance. Regular reviews were undertaken and any changes to people's needs were actioned by staff. The provider had a clear and accessible complaints procedure.

Rating at last inspection and update

The last rating for this service was outstanding (published 25 October 2017)

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding.

The overall rating for the service has remained outstanding based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Home Counties Carers on our website at www.cqc.org.uk.