Background to this inspection
Updated
24 December 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. 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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector 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.
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 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 28 November 2019. We visited the office location and carried out telephone conversations with people and relatives on 28 November 2019.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We reviewed information we had received about the service since the last inspection. We considered the last inspection report. We sought feedback from professionals who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and three relatives about their experience of the care provided. We spoke with four members of staff including the registered manager, care coordinator and care workers.
We reviewed a range of records. This included three people’s care records and medication records. We looked at five staff files in relation to recruitment and staff supervision. We also reviewed staff training records, policies and procedures, safeguarding and complaint records, call logs and quality assurance monitoring systems.
Updated
24 December 2019
About the service
Empathy Care24 is a domiciliary care service providing personal care to people living in their own homes in the community.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection, 54 people were being supported with personal care.
The service worked in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.
People’s experience of using this service and what we found
Staff were recruited appropriately. People received care from staff that had received relevant training and support to carry out their role effectively.
People received safe care. Risk assessments and care plans were reviewed regularly, and staff understood their responsibilities to keep people safe from abuse or harm.
People and relatives described staff as ‘kind’ and ‘nice’ and people were treated well.
People’s care was personalised, and people were included in how they wanted their care needs met.
The provider learned lessons when things went wrong and sought to makes changes to improve the experience for people using the service.
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.
The outcomes for people with learning disabilities and/or autism using the service reflected the principles and values of Registering the Right Support. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.
People using the service received planned and co-ordinated person-centred support that was appropriate and inclusive for them.
The provider had effective systems and processes in place to monitor the quality of the service. People knew how to raise a concern or complaint, and these were responded to in a timely manner.
The management team were approachable. Staff were able to express their views, concerns and ideas and felt listened to.
The registered manager had clear oversight of the service and knew their role and responsibilities to the people they provided care for.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 05 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.