Background to this inspection
Updated
7 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 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 site visit activity was completed on 16 August 2018. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that the registered provider and their staff would be available.
The inspection team consisted of one inspector.
To assist us in the planning of the inspection we used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We contacted the local care commissioners for feedback about the service and received positive comments from a social worker.
Before the inspection, we spoke with a relative of a person who used the service for their views about the care and support provided and to check that standards of care were being met. We also spoke with two care staff.
At the provider’s office, we spoke with another person who used the service via telephone, we looked at all or part of the care records for three people to see if information was up to date and provided staff with sufficient guidance. We spoke with the registered manager and one care staff member. We also reviewed records relating to the management of the service. This included support provided with medicines, complaints and safeguarding and the provider’s checks of quality and safety. We looked at three staff files to review the recruitment, induction, training and support provided to staff.
After the inspection site visit we spoke with an additional person who used the service.
Updated
7 September 2018
We inspected the service on 16 August 2018. The inspection was announced. This was the provider’s first inspection since registration.
Diverse Home Care Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. Not everyone using Diverse Home Care Limited receives 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. Diverse Home Care Limited is a service to older adults and younger adults with a disability. At the time of our inspection, three people were receiving personal care as part of their care package.
The service had a registered manager at the time of our inspection visit. 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.
People received safe care and support. The provider ensured staff received safeguarding training and policies and procedures were available to support staff practice. Risks associated with people’s health conditions lacked detail in places, of the action required to manage risks to people's safety. However, staff were competent, skilled and experienced and knew how to mitigate risks. Potential risks with the environment had been identified and planned for. People were supported to manage any risks in a positive way and independence was promoted. People were supported where required, with their prescribed medicines. Staff followed good practice guidance in the prevention and control of infections and cross contamination.
People were supported at the times they required and staff had a responsive and person centred approach that was flexible in meeting people’s needs. The provider completed safe staff recruitment checks before staff commenced their work, to ensure they were suitable to provide safe care and support.
Staff were knowledgeable about people's needs. Staff received ongoing training and were supervised and supported to provide effective care and support.
People's needs were assessed and provided in line with current legislation and nationally recognised guidelines. Staff shared information and worked with external health and social care professionals, to ensure people’s needs were assessed and met effectively and positive outcomes achieved. People were supported with any needs identified with eating and drinking. People’s health needs were monitored and staff supported people where required, to attend health appointments.
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.
People were involved in planning and reviewing their care. People’s care was individualised to meet their routines, preferences and wishes. People were supported by staff in ways which promoted and respected their dignity and independence. Information about an independent advocacy service had been made available should any person of required this support.
The provider had a complaints procedure to ensure that any issues with quality and safety were addressed. This information had been made available and people, relatives, and staff, felt able to raise concerns or suggestions with any aspect of the service.
People were positive about the service they received. People, relatives and staff were complimentary of the registered manager in how they managed the service. The provider promoted an open and inclusive culture within the service, and staff had clear guidance on the standards of care expected of them. The provider had systems to monitor the quality of the service provided and ensured people received safe and effective care and these checks were up to date.