Inna Care

Updated 17 October 2023

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 Health and Social Care Act 2008.

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 care agency. It provides personal care to people living in their own houses and flats and specialist housing.

Registered manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

The inspection was announced. We gave the service less than 24 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 the information we already held about this service. This included registered details, previous inspection reports and any notifications of significant incidents the provider had sent us. 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 8 members of staff, which included 5 care staff, an administrator a care coordinator and the registered manager.

We reviewed a range of records. This included 7 people’s care plans and multiple medicine records. We looked at 5 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Following our site visit we spoke over the phone with 7 people who used the service and 3 relatives about their experience of care. We continued to seek clarification from the provider to validate evidence found. We looked at recruitment information and quality assurance documentation.

Updated 17 October 2023

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

Inna care is a domiciliary care agency located in the London Borough of Havering. It is registered to provide personal care to people in their own homes. At the time of the inspection, 30 people were receiving support from the service. Most people using the service were older people, but there were at least 3 people with learning disabilities; all were receiving personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where people do receive personal care, we also consider any wider social care provided.

People’s experience of using this service and what we found

Right Support

Call planning and monitoring had improved since our last inspection. However, people and relatives told us more improvement could be made.

Recruitment processes were robust; the provider made checks on employees to ensure people’s safety. People were safeguarded from risk of abuse. The provider and systems and processes designed to support people safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People’s consent was sought before care was provided.

People were supported to eat and drink healthily. People were encouraged to remain independent and their privacy and dignity respected. People received personalised care and their needs were recorded in care plans. People were supported to take part in activities they enjoyed.

Right Care

People’s risks were assessed and monitored. Medicines were managed safely. Infection prevention and control measures were in place. People’s needs were assessed before they began using the service. Staff were received an induction before starting work, so that they knew how to do their job. This was followed up by further training. People and relatives told us staff were kind and caring. People were able to be involved in decisions about their care. People’s communication needs were met.

Right Culture

Lessons were learned when things went wrong; incidents and accidents were recorded and follow up actions completed to keep people safe. Staff were supervised and received appraisals to embed good working practices and provide the opportunity for development. Staff worked with other agencies to ensure people received good care.

People’s equality and diversity needs were recorded and people were supported in a culturally sensitive way. People were able to raise concerns and make complaints which the provider responded to appropriately. The service promoted a person centred approach and people and relatives were complimentary about the care. Quality assurance processes ensure good quality care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 30 December 2022) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made, however the provider was still in breach of one regulation.

The last rating for this service was requires improvement (published 24 October 2019). The service remains rated requires improvement. This service has been rated requires improvement for one consecutive inspections.

Why we inspected

We undertook this inspection to assess that the service is applying the principles of Right support right care right culture. This inspection was prompted by a review of the information we held about this service.

Enforcement. We have identified breaches in relation to staffing at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.