Background to this inspection
Updated
5 April 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 was planned to check 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 31 January 2018 and was announced. We informed the provider 48 hours in advance of our visit that we would be inspecting. This was to ensure there was somebody at the location to facilitate our inspection.
The inspection team consisted of 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 service.
Before the inspection we checked the information we held about the service. This included any notifications, such as safeguarding alerts. Prior to 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.
During the inspection we spoke with the registered manager, company director, the quality and compliance manager, care coordinator, three care workers, an apprentice, one person who used the service and one relative of a person who used the service. After our inspection we spoke with five people who used the service and 18 relatives.
Updated
5 April 2018
The inspection took place on 31 January 2018 and was announced. We informed the provider 48 hours in advance of our visit that we would be inspecting. This was to ensure there was somebody at the location to facilitate our inspection.
The service provides support with personal care to adults living in their own homes. At the time of our inspection the service was supporting 30 people with personal care. This was the first inspection of the service which has been registered at the location since February 2017.
There was a registered manager at the service at the time of our 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.
The service was exceptionally well led. The registered manager and director had an excellent relationship with all levels of staff as well as people who used the service and their relatives. There was open communication between all parties and care workers told us they felt well supported. The provider was proactive in creating a community atmosphere at the service location whereby people who used the service and their relatives visited regularly for informal chats and to get advice. The provider held frequent social events for people who used the service and their relatives, as well as for care workers and office staff.
The service had quality assurance methods to drive forward improvements at the service. Annual surveys were conducted of people, their relatives and staff and results were positive and highlighted the caring attitude of care workers and the supportive culture of the provider. There were a high number of compliments and thank you cards received from people who used the service and their relatives.
The service was safe and people were protected from harm. Staff were knowledgeable about safeguarding adults from abuse and what to do if they had any concerns and how to report them. Safeguarding training was given to all staff and updated annually.
Risk assessments were thorough and personalised. Staff knew what to do in an emergency situation.
Staffing levels were meeting the needs of the people who used the service and staff demonstrated they had the relevant knowledge to support people with their care.
Care workers were provided with a mobile application to record their attendance at people's homes which contained the personalised information they needed to support people such as their care plan and risk assessments. People and their relatives told us their care workers were punctual and consistent.
Recruitment practices were safe and records confirmed this.
Medicines were managed and administered safely and audited on a regular basis. Care workers were provided with medicines training and were assessed for competency prior to administering medicines.
Newly recruited care staff received an induction and shadowed senior members of staff. Training for care staff was provided on a regular basis and updated when relevant. Care workers told us the quality of training was good.
Care workers demonstrated an understanding of the Mental Capacity Act (2005) and how they obtained consent on a daily basis . Consent was recorded in people's care plans.
People were supported with maintaining a balanced diet and the people who used the service chose their meals and these were provided in line with their preferences. .
People were supported to have access to healthcare services and receive on-going support. Referrals to healthcare professionals were made appropriately.
Positive relationships were formed between care workers and the people who used the service and care staff demonstrated how they knew the people they cared for well. People who used the service and their relatives told us care workers were caring and treated them with dignity.
Care plans were detailed and contained relevant information about people who used the service and their needs such as their preferences and life history. Care plans were reviewed regularly, with any changes being recorded.
Concerns and complaints were listened to and records confirmed this. People who used the service and their relatives told us they knew how to make a complaint.