Background to this inspection
Updated
29 July 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by two inspectors 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 14 June 2022 and ended on 13 July 2022. We visited the office location on 14 June 2022.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We used information gathered as part of the monitoring activity that took place on 9 February 2022 to help plan the inspection and inform our judgements. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and six relatives about their experience of the care provided. We spoke with 14 members of staff including the registered manager and managing director. We contacted five healthcare professionals for their views about the service.
We reviewed a range of records. This included five people’s care records and medication records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
29 July 2022
About the service
Innovations Wiltshire Limited – Pelham Court is a small domiciliary care agency providing care and support to people living in their own homes and flats. The office location for this service is in Marlborough.
The service also has supported living accommodation for three people living in Marlborough and Pewsey. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people's personal care and support.
Not everyone using Innovations Wiltshire Limited - Pelham Court receives 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.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
People’s experience of using this service and what we found
Right Support
People had the care and support they needed to help them live as independently as possible. People were supported to take their medicines as prescribed and staff made sure professionals reviewed medicines regularly. Risks were identified and assessed with detailed management plans in place.
Staff worked with professionals to create personalised behaviour support plans for people where needed. Staff were knowledgeable about strategies they should use to reduce distress and work in a safe way. Reviews were carried out regularly so any changes in people’s lives were added to management plans.
Right Care
People were cared for by staff who enjoyed their work and understood their responsibilities for safeguarding. Staff had received training on what abuse was and signs to look for. Systems were in place to make sure any concerns were investigated and reported in a timely way.
Feedback from people about the staff was all positive. People appreciated the staff approach and relied on them to maintain independence. There were enough staff available to support people safely. The provider had faced staffing challenges and was looking at new methods of attracting applicants to work with people. There had been no missed visits.
Right culture
People were supported by staff who understood person-centred care. The registered manager and the provider were passionate about making sure people had the care and support they needed. Care plans were personalised and staff we spoke with knew people well. There was an open culture at the service where all concerns were taken seriously, and action taken in response. The provider worked with local authorities and healthcare professionals to make sure people had their needs met.
Quality monitoring systems were in place to assess and monitor quality and safety. Senior management met regularly to discuss people’s needs and identify any improvements to the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
We undertook this inspection to assess that the service is applying the principles of Right support right care right culture.
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.