Background to this inspection
Updated
20 March 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by 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 care service.
Service and service type
This service is a domiciliary and nursing care agency. It provides personal care and nursing care to people living in their own houses and flats in the community.
The service had a registered manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since it was last inspected by us on 25 May 2017. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with six members of staff including the registered manager, the nominated individual, two nurses and a care worker.
We reviewed a range of records. These included four people’s care records. We looked at four staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including quality audits, monitoring reports, risk assessments as well as policies and procedures relating to the running of the service.
After the inspection
The registered manager sent us documents and additional information we had requested at the inspection. We spoke with 10 relatives of people who used the service and three professionals who acted on people’s behalf. We contacted a further seven staff to get their views about working for the agency.
Updated
20 March 2020
About the service
Cavendish (Homecare) Professionals Ltd is a domiciliary and nursing care agency. It provides personal care and nursing care to people living in their own houses and flats in the community. At the time of the inspection it was providing a service to 24 people.
People’s experience of using this service and what we found
People were truly respected and valued as individuals and empowered as partners in their care in an exceptional service. This had a very positive impact on people's well-being.
There was a strong, visible person-centred culture which was consistently modelled by managers and formed an essential part of how people and their relatives were treated.
The service was exceptional at helping people to express their views preferences, wishes and choices
People using the service and their relatives were very positive about the quality of care they received. They trusted the staff and felt safe with them.
Everyone had an individual plan of care which was designed in co-production with the person, their family or representative. Individual care packages were detailed, responsive and tailor made for each person.
The management went the extra mile to ensure each person’s care provision was successful and the registered manager closely monitored the initial package. This worked particularly well for people who had been discharged from hospital and were nearing the end of their life. People told us this personal approach from professional staff had supported them at a very difficult time.
All staff had clear roles and responsibilities and understood the values of the service. The registered manager and management at the service were highly visible and motivated staff.
People were involved in all aspects of their care decisions and assessing potential risks to their safety. Ways to reduce these risks had been explored and were being followed appropriately.
Staff understood their responsibilities to keep people safe from potential abuse, bullying or discrimination. Staff knew what to look out for that might indicate a person was being abused.
Staff treated people as unique individuals who had different likes, dislikes, needs and preferences. Staff and management made sure no one was disadvantaged because of their age, gender, sexual orientation, disability or culture. Staff understood the importance of upholding and respecting people’s diversity. Staff challenged discriminatory practice.
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 understood the way people expressed their views and the service made sure no one was disadvantaged because of the different ways people communicated.
Staff had been trained in the management of medicines and suitable policies and systems were in place. People told us they were satisfied with the support they received to manage their medicines where this was part of their care package.
Staff told us they felt proud to work for the agency and were very positive about the support, encouragement and guidance they received from the registered manager and management.
Everyone who either worked for the service or received a service from the agency had regular opportunities to comment on service provision and made suggestions regarding quality improvements. People told us that the management listened to them and acted on their suggestions and wishes.
People knew how to complain if they needed to and the registered manager asked if people were satisfied and happy with the service on a regular basis. The registered manager was keen to improve the service in co-production with people who used it and everyone working at the agency understood the need to be open and honest if mistakes were made.
The management team worked in partnership with other organisations to support care provisions, service development and joined-up care. This included working with local clinical commissioning groups on complex nursing care packages that successfully enabled people to come out of hospital and be cared for at home.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 26 July 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.