Archived: Revive Care Service (Milton Keynes)

Updated 9 November 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 checked 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 first comprehensive inspection of Revive Care Service (Milton Keynes) took place on 21 and 24 September 2018. We gave the service 48 hours’ notice of the inspection because we needed to ensure there would be someone available to support us with the inspection.

One inspector undertook the inspection.

Before the inspection, the registered manager completed a Provider Information Return (PIR). This is a form that asks for key information about the service; what the service does well and improvements they plan to make. The PIR was received in a timely way and was completed fully. We looked at notifications sent in to us by the registered provider, which gave us information about how incidents and accidents were managed. We also contacted the local authority safeguarding team about their views of the service and they did not have any concerns.

One the first day of our inspection we visited the office to look at records and talk with the management team. On the second day, we undertook telephone calls to six people using the service and two relatives. In addition, we spoke with the registered manager over the phone and the branch manager, the care coordinator and two care and support staff.

We looked at the care records for four people who used the service and two medication records. We also examined other records relating to the management and running of the service. These included four staff recruitment files, induction and training records, supervisions and appraisals, the employee handbook, quality assurance audits and complaints records.

Updated 9 November 2018

This announced inspection took place on 21 and 24 September 2018 and was announced. The service was registered by the Care Quality Commission (CQC) 29 July 2016 and this was the first time we had inspected this service.

This service is a domiciliary care agency. It provides personal care to people living in their own houses. It provides a service to older adults.

Revive Care Service (Milton Keynes) provides care and support to people who wish to remain in their own homes. Services include personal care, meal preparation, hospital discharge, live in carers and medication support. At the time of our inspection there were 29 people receiving personal care.

The service had 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.

People told us they felt safe, and staff had an understanding of abuse and the safeguarding procedures that should be followed to report abuse. All the staff we spoke with were confident that any concerns they raised would be followed up appropriately by the management team. Risk assessments were in place to manage the risks associated with people’s care. These included assessments to support people with their mobility, eating and drinking and falls. Staffing numbers were appropriate to keep people safe and the registered provider followed thorough recruitment procedures to ensure staff employed were suitable for their role.

People’s medicines were managed safely and in line with best practice guidelines. Systems were in place to ensure that people were protected by the prevention and control of infection. There were arrangements in place for the service to make sure that action was taken and lessons learned when things went wrong, to improve safety across the service.

People’s needs and choices were assessed and their care provided in line with best practice that met their diverse needs. Staff received an induction process when they first commenced work at the service and received on-going training to ensure they were able to provide care based on current practice when supporting people.

People received enough to eat and drink and staff gave support when required. People were supported to use and access a wide variety of other services and social care professionals. The staff had a good knowledge of other services available to people and we saw these had been involved with supporting people using the service. People were supported to access health appointments when required, including opticians and doctors, to make sure they received continuing healthcare to meet their needs.

People's consent was gained before any care was provided. 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 received care that was person centred and met their needs. They had developed positive relationship with the staff who understood their likes and dislikes. Staff were kind, caring and treated people with dignity and respect.

People were listened to, their views were acknowledged and acted upon and care and support was delivered in the way that people chose and preferred. Records showed that people and their relatives were involved in the care planning process. There was a complaints procedure in place to enable people to raise complaints about the service.

Staff felt supported and valued. There were systems in place to monitor the quality of the care and to ensure on-going improvement were made. The management team were aware of their responsibility to report events that occurred within the service to the Care Quality Commission (CQC) and external agencies.