Esk Moors Caring Ltd

Updated 28 November 2017

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.

The inspection took place on 10 October 2017 and was announced. The provider was given notice because the location provides domiciliary care services and we needed to be sure that someone would be available to answer our questions and assist with the inspection. We contacted people who used the service by telephone on 11 October 2017 to ask their views.

The inspection was conducted by an adult social care 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. Their area of expertise was older people and dementia.

The registered provider had been asked to complete a provider information return (PIR) and this had been returned within required timescales. A PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We used this information to help plan this inspection.

We reviewed other information we held about the service, including the notifications we had received from the provider. Notifications are changes, events or incidents the provider is legally obliged to tell us about within required timescales. We sought feedback from the Local Authority.

During the inspection, we spoke with five members of staff including the registered manager. Following the inspection, we contacted nine people who used the service by telephone to seek their views about the service.

We reviewed a range of records. This included four people's care records containing care planning documentation and daily records. We also viewed five staff files relating to their recruitment, supervision, appraisal and training. We viewed records relating to the management of the service and a wide variety of policies and procedures.

Updated 28 November 2017

The inspection took place on 10 October 2017 and was announced. The provider was given notice because the location provides domiciliary care services and we needed to be sure that someone would be available to answer our questions and assist with the inspection. We contacted people who used the service by telephone on 11 October 2017 and staff on 30 October 2017 to ask their views.

Esk Moors Caring Limited is a non for profit organisation based in Castleton and provides personal care to people in their own homes within Castleton and surrounding areas. The service has close links with Abbeyfields, an extra care housing scheme at Langburn Bank, Castleton, and has an agreement with this organisation to provide personal care and support to those tenants who are assessed to require this.

The service was registered with CQC in November 2016 and this was the first inspection. At the time of inspection, 28 older people used the service, some of which were living with a dementia. The registered manager was present throughout the inspection.

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.

Safeguarding procedures and policies were robust and staff demonstrated their understanding of safeguarding procedures to ensure people were protected from any harm. Staff had a clear understanding of their duty to whistle blow should they suspect or witness poor practice.

Risks for people were well managed through individual risk assessments that identified potential issues and provided staff with information to help keep people safe from avoidable harm, while supporting them to maintain their independence.

Procedures were in place to guide staff on the safe administration of medicines and staff had received medicines training. The records we checked showed that people had received their medicines as prescribed.

Robust recruitment procedures were in place. We found that appropriate checks had been completed before new staff commenced employment. Staffing levels were adequate to meet people’s needs and ensure that visits were not missed.

New staff completed a thorough induction program before they began working in the community. People were supported effectively by trained staff who understood their needs. Records showed staff had completed a number of training courses to ensure they had the skills to support people effectively.

Staff had received support through a regular system of supervisions and appraisals. Competency observations had also been completed to monitor staff performance and ensure they were providing safe and effective care and support.

Staff had received training and understood the requirements of The Mental Capacity Act 2005 (MCA) and the provider had a policy and procedure in place.

People consented to care and support from staff by verbally agreeing to it. We found people had been involved in planning their care and had signed their care plans.

People were supported to maintain a healthy and balanced diet. We found that care plans contained details of people’s preferences and any specific dietary needs they had, for example, whether they were diabetic or had any allergies.

Care records contained evidence of close working relationships with other professionals to maintain and promote people’s health.

People using the service told us they were well cared for by staff and spoke positively about the support they received. Staff told us they worked in a way that protected people’s privacy and dignity. Staff respected people’s choice and decisions they made.

Basic information around people’s end of life wishes had been recorded when a person started using the service. More in-depth care plans were developed when appropriate.

Care plans detailed people's needs, wishes and preferences and were person centred which helped staff to deliver personalised support. Care plans were reviewed and updated regularly.

The provider had an effective system in place for responding to people’s concerns and complaints and they were regularly asked for their views. People said they would talk to the registered manager or staff if they were unhappy or had any concerns.

The registered manager carried out a number of quality assurance checks to monitor and improve the standards of the service. Action had been taken when concerns were found, but this was not always clearly recorded.

Staff told us they felt supported by the management and that the registered manager was approachable. They were confident they would deal with any issues raised.

Staff were kept informed about the operation of the service through regular staff meetings. They were given the opportunity to suggest areas for improvement and were recognised for their contributions to the service.

The registered manager had a good understanding of their role and responsibilities and was actively involved in the day to day running of the service. They had built positive relationships with people, staff, relatives and professionals.