Archived: Synergy Homecare - Leeds

Updated 28 November 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 13, 14 and 18 September 2017 and the inspection was announced. We gave the provider 48 hours’ notice of our inspection to ensure someone would be on the office.

The inspection team consisted of one adult social care inspector and one expert by experience. An expert by experience is someone who has personal experience of working with or in a specific field. For example, the expert by experience who supported this inspection had experience of working with older people.

Before the inspection we reviewed the information we held about the service. This included speaking with the local authority contracts and safeguarding teams and reviewing information received from the service, such as notifications. We asked the provider to complete 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.

We looked at how people were supported throughout the day with their daily routines. We reviewed a range of records about people’s care and how the service was managed. We looked at seven care records for people that used the service and three staff files. We spoke with ten people who were using the service, three relatives and two support workers as well as the regional manager and service manager. We looked at quality monitoring arrangements, rotas and other staff support documents including supervision records, team meeting minutes and individual training records.

Updated 28 November 2017

We carried out the inspection of Synergy Homecare - Leeds on 13, 14 and 18 September 2017. At the time of our inspection there were 73 people using the service. This was an announced inspection.

At the last inspection on 27 June 2016, we asked the provider to take action to make improvements around consent, safety and governance and this action has been completed. However we had found further concerns around audits that had been completed.

Synergy Homecare - Leeds provides personal care and support to people who are elderly and may be living with dementia and are living in their own homes in Leeds and the surrounding areas.

The service did not have a registered manager in place. 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.

The service was caring. People received support from caring, committed and compassionate staff. A strong caring ethos was promoted by the registered manager and area manager, which ensured the staff team kept people at the heart of the service.

Staff sought ways to improve people's lives and people using the service said staff frequently went over and above to assist them and ensure they were happy and safe. People confirmed they were always treated with dignity and had their privacy respected.

There were sufficient numbers of staff employed to provide people with their planned service. People were supported by a stable, skilled and caring team, who knew each person well. People said they were safe using the service because it was reliable; staff were well trained and caring.

Staff were knowledgeable in relation to safeguarding people from abuse and they knew how to keep people safe from avoidable harm. Risks to individuals had been identified and there was guidance for staff on how to keep people safe. Where people were assisted with their medicines this was administered safely.

Accidents and incidents were recorded and analysed for trends and how to make improvements Staff told us how they were instructed to respond following an accident or incident.

The provider had systems for monitoring the quality of the service provided. We found audits identified areas of concern. The information gained fed into an action to solve concerns identified and reduce reoccurrence. However, recording documentation for medicines was not always completed correctly. This had been regularly identified in audits but this area of concern was not showing improvement.

There was an effective recruitment and selection process in place and the necessary relevant checks had been obtained before new staff started to work alone.

People's right to make decisions for themselves was respected and staff sought consent when delivering care and support. People were supported to ensure they had a sufficient amount of food and fluid to promote their wellbeing. People received support from staff who understood and responded to their health needs.

People's needs had been assessed before their support started. People and their relatives (where appropriate) confirmed they had been involved in creating and updating their care plans. Care records were personalised and reflected people’s current needs. All people felt involved in making decisions about the care and support they needed. One person described the relationship of care that had formed, ensuring they were fully involved in their care and support.

People said they knew how to contact the provider at any time, and felt confident about raising any concerns or other issues. Most people told us staff would deal with any concern raised.