Norwich

Updated 9 March 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 comprehensive inspection took place on 10 January 2018 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

The inspection was undertaken by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, we reviewed information we held about the service including statutory notifications sent to us by the registered manager about incidents and events that had occurred at the service. Statutory notifications include information about important events, which the provider is required to send us by law. We used this information to plan the inspection. We did not request a Provider Information Return (PIR) form. A PIR is a document that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We gave the registered manager and provider an opportunity to provide us with information that was relevant to our inspection.

Before, during and after the inspection visit to the provider’s head office, we spoke with 11 people using the service and two relatives. We also spoke to five care staff, a care coordinator and the registered manager.

We reviewed seven people's care records and their risk assessments and management plans. We looked at seven staff records relating to recruitment, induction, training and supervision. We looked at other records related to the management of the service including quality assurance audits, safeguarding concerns and incidents and accidents monitoring. We checked feedback the service had received from people using the service, their relatives and health and social care professionals.

Updated 9 March 2018

The inspection was announced and took place on 10 January 2018.

Attleborough is a domiciliary care agency. It provides personal care to people living in their own houses in the community. It provides personal care to people with a variety of needs including older people, younger adults, people with a learning disability, physical disability and people who need support with their mental health. At the time of the inspection, 120 people were using the service.

Not everyone using Attleborough receives 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. Eighty-three people were being provided with ‘personal care’.

Attleborough was registered by the Care Quality Commission (CQC) on 27 June 2016. New services are assessed to check they are likely to be safe, effective, caring, responsive and well-led. This was the first comprehensive inspection since the provider registered with CQC to provide personal care to people. As such, they had not yet received a CQC rating.

There was a registered manager 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 were protected from abuse. Staff followed the provider’s safeguarding procedures to identify and report concerns to people’s well-being and safety.

Appropriate risk management systems were in place. Staff followed the guidance in place to support people's safely in line with the risks identified to each person’s health and well-being.

People were supported by a sufficient number of staff who underwent appropriate recruitment checks.

People received the support they required to take their medicines. Staff knew how to minimise the risk of infection.

Appropriate systems were in place to enable staff to report and learn from incidents that may happen at the service. Staff had access to out of hours’ guidance for additional support when responding to an emergency or difficult situation.

Staff received support, regular supervision and attended training to enable them to undertake their roles effectively. People were involved in the planning and review of their care. Staff delivered people’s care in line with their changing needs, preferences and best practice guidance.

People were encouraged to maintain a healthy diet and to have sufficient food to eat and drink. Staff supported people to access healthcare services when required.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. Staff sought people’s consent before providing care and treatment.

People received care in a manner that treated them with respect and promoted their privacy and dignity. Staff developed positive relationships with the people they supported and offered emotional support when needed.

People and staff commended the registered manager and their care provision. People received person-centred care and benefitted from an open and transparent culture.

People were confident about making a complaint and had received information about how to make their concerns known. The registered manager sought people’s views about the service and acted on their feedback.

The quality of care was checked and monitored regularly. The registered manager made improvements when necessary to develop the service. There was collaboration between the registered manager and other agencies to enhance the quality of care provided to people.