Phoenix Care Wakefield

Updated 17 October 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 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 17 September 2018 and was announced. The provider was given short notice because the location provides a domiciliary care service; we needed to be sure that someone would be in the office. The inspection was undertaken by two adult social care inspectors and one assistant inspector. The assistant inspector spoke with people who used the service and their relatives by telephone.

Prior to the inspection we reviewed the information we held about the service, including statutory notifications submitted about key events that occurred at the service. We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least annually to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with six people over the telephone about their experience of the service and three relatives. We spoke with three members of staff, the nominated individual and the registered manager.

We looked at care documentation relating to seven people, medicines administration records, four staff personnel files, staff training records and records relating to the management of the service including quality audits.

Updated 17 October 2018

This inspection visit took place on 17 September 2018 and was announced. This was because we wanted to make sure that the registered manager, or someone who could act on their behalf, would be available to talk with us.

Phoenix Care Wakefield is a domiciliary care service, which provides personal care for adults who live in their own homes. The home care service is based in Wakefield, West Yorkshire. Not everyone using Phoenix Care received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. The service currently supports 62 people in the community receiving a regulated activity.

At our last inspection in May 2017 we rated the service ‘requires improvement’. We found three breaches of regulation. Following the inspection, the registered provider sent us an action plan detailing the improvements the planned to make. At this inspection we found the improvements had been made and the previous breaches of regulation satisfied. We have rated Phoenix Care Wakefield as ‘good’.

At the time of our inspection a registered manager was in post. 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.

People felt safe, happy and supported by staff from Phoenix Care. People were very happy with the service and the support they received. They had confidence in the staff who supported them. They told us staff were familiar to them and knew them well.

Staff had received training in how to safeguard people from abuse and knew how to report concerns, both internally and externally.

Safe and effective recruitment practices were followed to help ensure all staff were suitably qualified and experienced. Arrangements were in place to ensure there were sufficient numbers of staff available to meet people's individual needs.

There were plans in place to help staff understand and meet people`s needs. Staff were trained and their competencies were assessed in the areas where people required support. This included personal care, moving and handling and medicine administration. Staff had regular supervision with their line manager to ensure their development and performance was reviewed and support was in place for them to understand their roles and responsibilities.

Staff understood how consent should be considered in line with the Mental Capacity Act 2005. The registered manager understood the requirements of the law and what action to take if they became concerned about a person's ability to make decisions for themselves.

Staff understood people's dietary requirements and people were offered choices in the meals and drinks staff prepared for them.

People were involved in planning their care and determining how they wished to receive support. They spoke highly of the care they received and of how staff would assist them with additional tasks if necessary. People's care was reviewed and updated in line with their needs and wishes. Where people could benefit from additional support, referrals were made to other healthcare professionals.

People and relatives told us they thought the service was well managed. People felt able to contact the management team or staff if they had concerns and said they received a quick response.

Systems had been implemented so that the quality of service provided could be closely monitored, to ensure people were receiving the care and support they required. These were in the form of audits and surveys. Records showed that people had been asked for their views about the service.