Home Instead Senior Care Basingstoke

Updated 16 August 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.

This inspection took place on 25, 26 July and 1 August 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

The inspection was carried out by an inspector, an evidence review officer and an Expert by Experience. The Expert by Experience made telephone calls to people and relatives to obtain feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, we asked the provider to complete a Provider Information return. This is a form that asks the provider to give us some key information about the service, what the service does well and any improvements they plan to make. We looked at the information that we hold about the service such as statutory notifications. These are forms that the provider is required to send us by law about events that occur in the service such as serious injuries and safeguarding alerts.

During our inspection we spoke with four people, four relatives, the registered manager, the nominated individual, recruitment and training manager and five members of staff. We looked at four recruitment files, four care and support plans, risk assessments, training records and other records relating to the management of this service.

Updated 16 August 2018

This inspection was announced and took place on 25, 26 July and 1 August 2018. This was the first inspection for this service since it moved the head office in February 2017. The service was last inspected in November 2015 when it was rated Good overall.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger adults, people living with dementia, learning disabilities, mental health, physical disabilities and sensory impairments.

Not everyone using Home Instead Senior Care Basingstoke received 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.

There was 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 2008 and associated Regulations about how the service is run.

Staff were recruited safely as the provider obtained the necessary pre-employment checks. Once employed, staff were trained and supported with team meetings and supervisions. Staff told us they felt supported by the service.

People were treated with kindness and respect. They were matched to a member of staff and supported by a core group of workers. This gave people continuity of care which they appreciated. The service employed sufficient staff to cover the care packages agreed.

Staff were aware of the different types of abuse and how to report any concerns. They were confident that the appropriate action would be taken by management at the service.

Risks were identified and managed effectively to protect people from avoidable harm. Accidents and incidents were recorded and reported appropriately. The service took appropriate action in response to incidents. There was not a formal system in place to monitor accidents and incidents.

We have made a recommendation about the monitoring of accidents and incidents.

People received care and support following an assessment of their needs. The service put personalised care plans in place and reviewed people’s needs regularly.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff sought consent to care and treatment.

People’s right to confidentiality was protected and records were kept securely. Staff kept daily records which were audited regularly. There were systems in place to monitor the quality and safety of the service. People’s feedback was sought and acted on where appropriate.

Complaints were managed and records kept to demonstrate action taken. The service had received many compliments about the care and support provided.

Medicines were managed safely, care plans recorded the level of support people required with their medicines. Staff were assessed for their competence to administer medicines.

There was an open and positive culture at the service which people and staff appreciated. The management was visible and approachable. The service encouraged their staff to visit the office at least weekly or at any time they required help and support.