Archived: Carewatch (Black Country)

Updated 19 May 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 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.

This inspection took place on 18 and 19 April 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service, so we needed to be sure that someone would be in. One inspector and one expert-by-experience carried out this inspection. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service. Our expert had experience of caring for older people

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 plan to make. As part of the inspection we reviewed information we held about the service including statutory notifications that had been submitted. Statutory notifications include information about important events which the provider is required to send us by law.

We asked the local authority if they had any information to share with us about the services provided. The local authority is responsible for monitoring the quality and funding for some people who used the service. Additionally, we received information from Healthwatch, who are an independent consumer champion who promote the views and experiences of people who use health and social care.

We contacted 29 people and four relatives where their family member received care. We spoke with seven care staff, two care co-coordinators and the registered manager.

We looked at five records about people’s care and completed daily notes, charts about medicines, staff training records, five staff recruitment files and quality audits that the registered manager and provider had competed.

Updated 19 May 2017

This inspection was announced and took place on 18 and 19 April 2017. We gave the provider 48 hours’ of our intention to undertake the inspection. This was because the service provides domiciliary care to people in their own homes and we needed to make sure someone would be available at the office.

There was a registered manager in place at the time of our inspection. 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. At the time of our inspection 327 people received care and support services.

People told us they felt safe in their home with the care staff that supported and cared for them. Care staff understood how to protect people from abuse and were clear about the steps they would need to take if they suspected someone was unsafe.

People had their individual risks assessed and had plans in place to manage them. People who had support with their medicines had them administered when needed and by staff who were trained and competent to do so.

The provider had made appropriate recruitment checks on staff and there were sufficient care staff to provide support people in their own homes. Care staff felt they had received training to do their job and meet the needs of the people they supported.

People told us they had developed good relationships with the care staff that supported them. They felt they were kind and caring and treated them with dignity and respect. Care staff respected people’s homes and belongings and people were supported to maintain their independence.

People were involved in how their care and support was received. Care staff understood they could only care for and support people when they consented. When required care staff assisted people to access healthcare professionals to maintain their health and wellbeing.

People who used the service were able to raise concerns and the provider had a system to deal with any complaints. People said care staff listened to them and they felt confident they could raise any issues should the need arise and that action would be taken.

People were complimentary about the management of the service. People were regularly asked to provide feedback about the quality of the service they received. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.