Background to this inspection
Updated
6 October 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.
We visited the office location on 12 September 2018 to see the manager and to review care records and policies and procedures. Phone calls to people using the service, relatives and staff members took place on the 13 September 2018. We also contacted the local authority safeguarding 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.
Prior to our inspection we reviewed the information we held about the service and we contacted the local authority to obtain their views about the care provided. We considered the information which had been shared with us by the local authority and other people, and looked at safeguarding notifications which had been submitted. A notification is information about important events which the provider is required to tell us about by law.
A Provider Information Return (PIR) was requested prior to 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 used all of this information to plan how the inspection should be conducted.
We spoke with seven people who received care in their own homes to gain their views about the service. We also spoke to three care staff, the office administrator, shift co-ordinator, deputy manager and the manager.
During the inspection we looked at a variety of records. These included care records relating to 10 people, five staff recruitment and training records. We also viewed other documentation which was relevant to the management of the service.
Updated
6 October 2018
CRG Clacton is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service predominantly for older adults some of whom may have a physical disability. People using the service lived in 84 residential houses and ordinary flats across Clacton on Sea and the immediate surrounding areas.
Not everyone using CRG Clacton DCA receives personal care. 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. At the time of the inspection the registered provider was providing support to a total of 84 people living in their own residential homes and flats.
This service has not yet been formally rated as it was registered in September 2017. At this inspection, which was the first for the service we found the service was rated 'Good'.
A manager had been appointed in February 2018 and was in post. An application was in progress at the time of this inspection and evidence was shown to us on the day to evidence this. 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 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 told us they felt safe with the staff who provided their care and support. People were protected from harm because the registered provider had a robust recruitment process and staff received training in how to recognise and report abuse. People's care plans included information on how they could raise concerns if they or a relative or friend felt they were at risk of abuse.
There were sufficient staff to meet the needs of people and an on-going recruitment programme was in place. This meant the staff team was ensuring they had enough staff to meet the needs of an increase in the client group.
People were supported by staff who knew their needs and understood the importance of delivering effective care and support.
All new staff completed an induction and worked alongside staff who knew the people before they worked alone. Records showed all staff also completed training relevant to the needs of the people they provided care and support for.
All staff received one to one supervision when they could discuss their needs and the needs of the people they supported. The manager also carried out unannounced spot checks where they could observe staff and talk with people about the care they received.
People were supported by staff who were kind and caring. People also confirmed staff treated them with dignity and respect and gave them time to comment on, and contribute to their day to day care and support.
People received care and support that was responsive to their changing needs. Staff had a clear understanding of people's needs and how to meet them effectively. People were involved in discussing and setting up their care plans.
People and staff were supported by a manager, who was open, approachable and listened to any suggestions they had for continued development of the service provided. There were systems in place to monitor the quality of the service, ensure staff kept up to date with good practice and to seek people's views.