Archived: Heritage Healthcare - Darlington

Updated 1 June 2018

'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 3 and 15 May and was announced. We gave the service 48 hours’ notice of the inspection visit because the location provides a domiciliary care service. We needed to be sure that someone would be in the office to support the inspection.

The inspection was carried out by one adult social care inspector.

Before the inspection we reviewed other information we held about the service and the provider. This included 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 used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We also contacted the local Healthwatch, the local authority commissioners for the service and the local authority safeguarding team. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

During the inspection we spoke with the registered manager, deputy manager and three coordinators and four members of staff. We also spoke with four people who used the service and two relatives.

At the location’s office we viewed a range of records and how the service was managed. These included the care records of six people supported by the service, the recruitment records of four staff members and their training records, and records in relation to the management of the service including a range of policies and procedures.

Updated 1 June 2018

Heritage Healthcare Darlington is a domiciliary care agency providing support to people living in their own homes. At the time of the inspection 102 people were using the service.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

The provider had policies and procedures in place to keep people safe. Risks to people were assessed and control measures in place to reduce risks. Staff had an understanding of safeguarding and what may constitute abuse. Any concerns were reported to the registered manager who acted appropriately. Staff were confident in reporting concerns. Medicines were managed safely. Weekly schedules were developed to ensure people received their calls at the correct time. The provider had an effective recruitment and selection procedure in place and carried out relevant vetting checks when they employed staff.

Care and support was provided using best practice, such as following health and safety guidance. Training plans were in place, along with spot checks, supervision and appraisal planners. Staff felt supported in their roles. People felt staff were well trained and knew how to support them well. People were supported with their nutritional needs where necessary. Staff contacted health care professionals when appropriate. Staff understood the Mental Capacity Act and gained consent prior to any care being delivered. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People and relatives felt the staff were kind and caring. People told us they had good relationships with staff and enjoyed their company. People felt staff showed respect and promoted dignity when supporting with care. People were encouraged to be independent. Staff spoke with fondness about the people they supported. When changes in support were needed, people and/or their relatives were involved.

Care plans were in place setting out individual needs, likes, dislikes and preferences. People were involved in care planning where ever possible. Care plans were reviewed and updated when necessary. The provider worked in partnership with other health care professionals to support people who required end of life care. The provider had a policy and procedure in place to manage complaints. Concerns were investigated and a response made to the complainant. Several compliments had been received from people and relatives with positive comments about the service.

The provider had a quality assurance process in place to monitor the service and drive improvements which included audits of care file, staff files and spot checks. A new electronic system was being introduced to enhance the care management process. The registered manager held regular meetings with staff. People and relatives felt the registered manager was open and approachable. Staff told us the registered manager was supportive and always ready to help. The service worked in partnership with other health care professionals and the local authority. The registered provider ensured staff had access to best practice and guidance from health care professionals.

Further information is in the detailed findings below.