Background to this inspection
Updated
16 July 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
This inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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
This inspection was announced.
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 registered manager would be in the office to support the inspection.
Inspection activity started and ended on 27 June 2019. We visited the office location on this date.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us on 7 September 2018 in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and one relative about their experience of the care provided. We spoke with four members of staff including the registered manager, a team leader, and two support workers.
We reviewed a range of records. This included two people’s care records and medication records. We looked at records relating to the management of the service.
Updated
16 July 2019
About the service
Cross Keys Homes Domicilliary Care is a care at home agency registered to provide personal care to people living at home. They were providing personal and nursing care to 24 older people at the time of the inspection.
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.
People’s experience of using this service and what we found
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.
People felt reassured having their care provided by staff at the service. Risk assessments were in place to identify possible risks to people’s health and well-being. Measures were implemented to inform staff on how to reduce these risks. Staff worked in conjunction with guidance from external health care professionals across different organisations to help support people’s well-being.
Staffing levels were looked at to make sure they were satisfactory to meet the needs of the people using the service. People and a relative told us they had no concerns about the timekeeping of staff when attending their, their family member’s care visit. Medicines were safely managed by trained staff.
To develop their skills and knowledge, staff received regular training, unannounced spot checks, supervisions and appraisals. People were supported to maintain their independence. Staff promoted people’s food and drink intake.
Staff promoted and maintained people’s privacy and dignity. Staff knew the people they supported well. People had developed good relationships with staff who had an understanding of their individual care and support needs and wishes.
People and a relative said staff were kind and caring. People’s personal information was kept confidential in the service’s office. People and their relatives were involved in discussions about their, their family member’s, care. People told us if they had to raise any concerns or suggestions, they would be listened to and the concern resolved where possible.
People and staff told us the service was well managed. Staff felt well-supported. Audits including organisational reviews were carried out to monitor the service and address any improvements required. The registered manager notified the CQC of incidents that they were legally obliged to.
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 22 November 2016).
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.