Background to this inspection
Updated
3 August 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection was carried out by one inspector and an Expert by Experiences. 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 care agency. It provides personal care to people living in their own houses and flats.
The service had a 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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection
Inspection activity started and ended on 11 July 2019. We visited the office location on 11 July 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included checking incidents the provider must notify us about, such as serious injuries and abuse. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.
During the inspection
We spoke with 4 people who used the service and 10 relatives about their family member’s care. We spoke with 2 care staff, a senior care worker, the registered manager and the quality manager.
We reviewed a range of records. This included all or parts of records relating to the care of 3 people as well a range of staff files. We also viewed training and supervision records and records relating to the safety and management of the service.
After the inspection
We asked the manager to provide us with a variety of policies and procedures and additional information. All information was sent within the required timeframe. We used all this information to help form our judgements detailed within this report.
Updated
3 August 2019
Exemplar Homecare Limited is a domiciliary care agency providing personal care to 23 people across Nottinghamshire. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service:
People told us they felt safe with staff and staff arrived on time for the calls. Risks were assessed in key areas and people were provided with safe care. Environmental risk assessments were in place, but these did not include reference as to how to make people safe in an emergency.
The provider ensured safeguarding processes were followed. People’s medicines were managed safely. The risk of the spread of infection was safely managed. The provider had systems in place to help staff to learn from mistakes.
People received care in line with their assessed needs. Staff training was up to date and staff practice was regularly assessed. 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 support this practice.
People were supported to maintain a healthy diet. People had access to other health and social care agencies where needed.
People and relatives liked the staff and found them to be respectful, kind and caring. Staff treated people with dignity, including when personal care was provided. People were encouraged to do as much for themselves as possible. People were able to make decisions about their care and their wishes were acted on. People’s records were stored securely to protect their privacy.
People’s care records were person-centred and focused on what was important to them. People’s care was planned with them, to ensure their preferences about their care was reflected in the care they received. Complaints were responded to in line with the provider’s complaints policy. People were not currently receiving end of life care. The registered manager will discuss this element of care in people’s future reviews.
Quality assurance processes were in place; and these were effective in highlighting and addressing any issues with care. People were asked for their views during telephone interviews; however, no analysis was conducted to identify any trends. No annual survey was completed to enable the provider to assess the quality of the service provided for all. This could hinder the opportunity for continued learning and development.
People and relatives felt staff responded well when they raised any issues and spoke highly of the registered manager. People found the registered manager to be approachable and open to making improvements and acting on feedback. The registered manager had a good understanding of the regulatory requirements of their role
Rating at last inspection:
This service was registered with us on 11/07/2017 and this is the first inspection.
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.