Kelly Park Limited

Updated 8 January 2020

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

The inspection was carried out by two inspectors, a special medicines advisor and two Expert’s 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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 unannounced.

Inspection activity started on 4 December 2019 and ended on 6 December 2019.

We visited the registered site office on 4 December 2019 and met with the registered manager, directors and staff. We undertook telephone interviews with people and their relatives on 5 and 6 December 2019.

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 authorities who worked with the service. We used the information the provider sent us 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 12 people who used the service and 15 relatives about their experience of the care provided. We spoke with 12 members of staff including the registered manager, deputy manager, both directors, the recruitment manager, a risk assessment manager and risk assessor, the providers training coordinator and care staff.

We reviewed a range of records. This included 10 people's care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.

Updated 8 January 2020

About the service

Kelly Park Limited is a domiciliary care agency providing personal care to 325 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

Overall, people and their relatives told us they were happy with the care and support they received from Kelly Park Limited. One person said, “Their [staff] whole attitude is very caring. They are more like friends now, I look forwards to them [staff] coming, they are all lovely.”

The directors had improved their quality monitoring of the service following the last inspection. People's views were regularly sought, and the directors and management team had a plan for ongoing improvements. Some people told us timings of calls and communication still needed improving. One person said, “Quite a lot of the times staff come at different times and we don’t always get told.”

We have made a recommendation the provider improves their monitoring of people's call times and communication with people.

The management team had improved how they responded to complaints. They were open to people sharing their concerns and responded in a timely manner resulting in a reduction of the number of formal complaints made. People told us if they were worried about anything they would be comfortable to talk with a member of staff or the management team.

The management team ensured people received a safe service with systems and processes in place which helped to minimise risks. Staff effectively reported any safeguarding matters. The management team investigated and resolved any concerns. Improvements had been made to how incidents and accidents were analysed, to ensure lessons were learned and practices improved. Staff recruitment continued to be safe.

Medicines systems ensured people were receiving their medicines when they should. Overall, the provider was following national guidance for medication arrangements.

The management structure in the service had been improved to ensure people and staff had access to support throughout the day and night. Everyone told us staff were caring and treated them with kindness. One person said, “From the moment staff come through the door they are cheerful and open, they always ask what we want doing, I can’t fault any of them.”

Staff had the skills and experience to help people maintain and develop their independence. People said staff treated them as individuals and respected their privacy and lifestyle choices.

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. People were involved in decisions about the care they received, and staff knew how to communicate with each person to help them to make choices.

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 requires improvement (published 20 December 2018).

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.