Archived: Everyday (South Tyneside)

Updated 7 January 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.

The inspection took place on 18 and 28 November 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 one adult social care inspector on 18 November 2016 and an expert by experience on 28 November 2016. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert by experience made telephone calls to people, relatives and staff to gain their views of the service.

Before the inspection we reviewed other information we held about the service and the provider. This included previous inspection reports and statutory notifications we had received from the provider. Notifications are changes, event or incidents the provider is legally obliged to send to CQC within required timescales. We also contacted the local authority commissioners for the service, the local authority safeguarding team, the clinical commissioning group (CCG) and the local Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

During our inspection we spoke with four people who received a service. We spoke with seven care workers including the head of operations and the registered manager. We also spoke with ten relatives of people who used the service.

We viewed a range of records about people’s care and how the service was managed. These included the care records of three people, the recruitment records of two staff, training records and records in relation to the management of the service.

Updated 7 January 2017

This inspection took place on 18 and 28 November 2016 and was announced. We gave 48 hours’ notice of this inspection because the service is a domiciliary care agency and we needed to be sure someone was available to assist us with the inspection.

This service is a domiciliary care agency which provides personal care and support to people in their own homes who have a variety of needs. The service is managed from an office located in Boldon. At the time of this inspection 25 people were using the service.

The service had a registered manager who had been in post since 2013. 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 2008 and associated Regulations about how the service is run.

Systems were in place to identify, assess and manage risks to people. Processes were in place to protect people who were receiving care or support from harm. Staff had been given regular training in safeguarding and were clear about their responsibilities to recognise and report any incidents of abuse. Staff received Mental Capacity Act 2005 (MCA) training as part of their induction.

Recruitment practices at the service were thorough, appropriate and safe so only suitable people were employed. Staff received appropriate training to meet the needs of the service. Staff felt supported and received regular supervision to discuss performance and personal development.

People’s dietary needs were respected with support given where necessary. Care plans were personalised and reviewed regularly. Relatives felt involved in their family member’s care and attended review meetings. Relatives made many positive comments about the service. For example one relative commented, “The best thing is they talk to my dad and they ask if there is anything else they can do.”

People’s care records and risk assessments showed us that people were encouraged to be as independent as possible. People’s health care needs were acknowledged and contact was made with other health care professionals when necessary.

We saw that systems were in place for recording and managing safeguarding concerns, complaints, accidents and incidents. Relatives we spoke to knew how to make a complaint. Information was available in picture form on how to make a complaint. Records were kept along with any immediate actions taken which showed the service responded to behaviours and lessons were learnt from such events to reduce risk.

Relatives and staff told us the organisation was well run and the service was well managed. Staff told us they felt the service was open and approachable. The service had an auditing system in place. These were carried out at regular intervals to check the performance of the service and to make continuous improvements.

Regular meetings were in place for staff to raise concerns and issues on a regular basis. The provider held a bi monthly engagement forum which was attended by delegates from each area of the service.

The registered manager submitted statutory notifications in a timely manner. Personal records were held in line with data protection.