Background to this inspection
Updated
12 April 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
This inspection was completed 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.
Service and service type:
This service is a domiciliary care agency. It provides personal care to older adults living in their own houses and flats.
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:
We gave the service 24 hours' notice of the inspection. This was because the management team are often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Inspection site visit activity started on 25 February 2019 and ended on 26 February 2019. We visited the office location on 26 February 2019 to see the registered manager, nominated individual and care staff; and to review care records and policies and procedures.
What we did:
Before the inspection:
•We used information the provider sent us in the Provider Information Return (PIR). Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
•Notifications we received from the service about important events.
•Information sent to us from other stakeholders for example the local authority and members of the public.
During the inspection:
•We spoke with three people who use the service, five relatives, the registered manager and four members of staff.
•We pathway tracked the care of three people. Pathway tracking is where we check that the care detailed in individual plans matches the experience of the person receiving care.
•We reviewed records including accident and incident logs, quality assurance records, compliments and complaints, policies and procedures and three staff recruitment records.
Updated
12 April 2019
About the service:
Olive Homecare & Support is a domiciliary care service providing personal care to 17 people living in their own homes. People using the service were older adults with a range of care and support needs. These included dementia and physical disabilities.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
People’s experience of using this service:
¿Improvements to the service and quality of care people received had significantly improved since the last inspection and introduction of a new management team.
¿Quality assurance processes were not fully imbedded in practice to drive consistent improvements in service delivery.
¿Issues identified from audits were not always acted on in a timely way to improve staff practice.
¿People were protected from the risk of abuse. Risks to people were identified and lessened where possible.
¿Recruitment processes ensured staff were safe to work with people before they started
working at the service.
¿People were supported to access healthcare services and with their dietary needs.
¿Staff had access to training opportunities that supported them to care for people's specific needs.
¿People told us staff gained their consent before carrying out any care or support. People's care plans directed staff to offer people choices.
¿People and their relatives all told us staff were kind and compassionate.
¿A relative told us, "They are very kind and caring. They are very good and know their role.”
¿People and their relatives, if appropriate, were fully involved in discussions about their care.
¿Staff supported people to maintain their independence.
¿People's care was person centred and their care plans contained information about their life history, preferences and the way in which they like to be supported.
¿People told us they would feel comfortable making a complaint but hadn’t needed to.
¿People, their relatives and staff were all complimentary of the new management team and improved communication.
¿People, staff and relatives were engaged and involved in the service provided.
¿Staff worked in partnership with other organisations to ensure people's needs were met.
Rating at last inspection:
Requires Improvement (The report was published on 26 February 2019). The overall rating has improved since the last inspection.
Why we inspected:
The was a planned inspection based on the rating at the last inspection.
Follow up:
We will continue to monitor the intelligence we receive about this home and plan to inspect in line with our re-inspection schedule for those services rated Good.