29 November 2018
During a routine inspection
This was the first inspection at the service since their registration in November 2017. Not everyone using DDLTAC (UK) – LONDON receives regulated activity; 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.
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 were protected from the risk of harm and abuse. There was a safeguarding policy and guidance for staff. Staff knew how to manage and report allegations of abuse promptly.
Staff identified risks associated with people’s health and wellbeing. Guidance for staff on how to manage those risks for people were written in a management plan. The provider had an infection control policy in place. Staff followed the guidance from the policy to reduce the risk of infection.
People had their medicines as prescribed and they were managed safely. Each member of staff had completed training in safe medicines management and had their competency assessed before supporting people with their medicines.
The registered manager deployed sufficient members of staff to meet people’s needs. Newly employed staff had pre-employment checks returned before working with people.
The registered manager provided support to staff. There was a programme of induction, training, supervision and an appraisal. Staff reflected on their practice to identify their professional development needs.
The registered manager and staff understood the principles of the Mental Capacity Act 2005 (MCA). Staff completed training in the MCA which helped them identify when people lacked the mental capacity to make decisions for themselves. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice. Staff gave people enough information to support them to give staff their consent. Care records contained signed consent forms to receive care and support.
People had meals they enjoyed. Staff supported people with shopping and preparing meals that met their preferences and dietary needs. The registered manager contacted health care services when people’s needs changed so they had access to appropriate service to improve and maintain their health.
Staff completed an assessment of need with people’s involvement. Care records were personalised and recorded people’s individual needs including their likes and dislikes. Care plans were developed and captured the support people required from staff to meet their assessed needs.
The registered manager and staff understood how to support people who required end of life care. At the time of the inspection, there were no people who needed palliative care support.
People said staff were respectful of them. Care workers treated people with compassion and kindness. People felt respected by staff because their care was carried out in privacy whilst maintaining their dignity.
There was a system to manage complaints. There was a complaints policy that gave staff guidance in the management of complaints about the quality of service. People were encouraged to make a complaint about the care and support received if they were unhappy about something.
Staff said the registered manager was open and honest and listened to them when they needed. There was a system in place for monitoring the service quality and improvement plans were put in place when a concern was found.
The registered manager asked people for their feedback on the service and the quality of care. Records showed and people told us that they were happy with the quality of care received. The registered manager kept CQC informed of events that occurred at the service.
Staff developed partnership working with health and social care professionals. The registered manager said they could request advice and support from health care services when this was needed.