Archived: Kardinal Healthcare Limited

Updated 18 September 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.

The inspection process took place between the 14 and 21 August 2018 and was announced. The provider was given 48 hours’ notice because we needed to ensure somebody would be available to assist us with the inspection.

We visited the office location on 21 August 2018 to see the registered manager and office staff and to review care records and policies and procedures. After the site visit was complete, we contacted care staff and health and social care professionals who were not present at the site visit.

The inspection was carried out by one inspector. It also included an expert by experience who were responsible for contacting people from the 14 August 2018 to find out about their experiences of using the service. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of service.

Before the inspection, the provider completed a Provider Information Return (PIR). This 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 also checked notifications made to us by the provider, safeguarding alerts raised regarding people using the service and information we held on our database about the service and provider.

We telephoned 24 people who used the service and managed to speak with 13 of them. We also spoke with one relative and five staff members. This included the registered manager, We looked at four people’s care plans, five staff recruitment files, staff training files, staff supervision programme and audits and records related to the management of the service.

During the inspection process we spoke with three health and social care professionals who worked with people using the service for their views and feedback.

Updated 18 September 2018

This announced inspection took place between the 14 and 21 August 2018. The office visit took place on 21 August 2018.

Kardinal is a domiciliary care agency and provides personal care to people living in their own homes. It provides a service to older adults, people who lived with dementia, people who lived with learning disabilities and younger adults with physical disabilities. At the time of the inspection, the service was supporting 149 people in We are Arun, Adur and Worthing. Not everyone using Kardinal Healthcare Limited 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 and drinking.

At the last inspection in June 2016, the service was rated Good. The key question well-led required improvement as there was no registered manager.

There was now 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 and associated Regulations about how the service is run.

At this inspection we found the service remained Good.

People told us they were very satisfied with the care and support that Kardinal Healthcare Limited provided. People told us, “Yes they just make sure I am comfortable and safe for the day,” and, “Very safe.”

There were systems to protect people from harm, including how medicines were managed. Staff had been trained in how to recognise and respond to abuse and understood their responsibility to report any concerns to the management team. Safe recruitment processes were followed and appropriate checks had been undertaken, which made sure only suitable staff were employed to care for people. Risks to people's safety were assessed and managed to keep them safe. People were supported by sufficient numbers of a well-trained staff group who arrived on time and supported them in the time allocated in their care package. People who received medicines were supported in a safe way as staff had had the necessary training to administer medicines safely. They were protected from the risks of infection through good working practices by staff.

People's care was delivered in line with legislation and evidenced based practice. People who used the service had the capacity to make decisions about what they did and the choices they made. Staff understood the requirements under the Mental Capacity Act 2005 and about people’s capacity to make decisions. People were supported to have choice and control of their lives and staff supported people in the least restrictive way possible: the policies and systems supported this practice. Staff received regular training in all aspects of their role and received regular supervision from the registered manager. Where people were supported with their nutritional needs, staff showed a good awareness of their dietary needs and where to get further support should this be required. Staff worked with people, their relatives and health professionals to manage people's health needs, making appropriate referrals for individuals when necessary.

People told us they were treated with kindness and said their privacy and dignity was respected. Comments included, “It makes me feel that I have someone there, someone to turn to if needed.”

Staff had an understanding of legislation designed to protect people’s rights and were clear that people had the right to make their own choices. Staff had developed meaningful relationships with people they supported. Staff knew people well and had a caring approach. People were treated with dignity and respect.

Care plans provided information about how people wished to receive care and support. This helped ensure people received personalised care in a way that met their individual needs. Changes in people’s health care needs and their support was reviewed when required. People were involved in reviewing care plans with the management team.

People’s views about the quality of the service were obtained informally through discussions with the registered manager, annual care reviews and formally through questionnaires. Staff felt supported by the registered manager and could visit the office to discuss any concerns.

There were systems to monitor the quality and safety of the service provided. Accidents and incidents were monitored, analysed and remedial actions identified to reduce the risk of reoccurrence.