Main office

Updated 7 May 2021

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 Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector.

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 (CQC). 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

This inspection was announced.

We gave the service short notice of the inspection. This was because we needed to be sure that the registered manager would be in the office to support the inspection.

Inspection activity started on 13 April 2021 and ended on 21 April 2021. We visited the office location on 19 April 2021.

What we did before the inspection

We reviewed information we had received from the provider since the last inspection. We sought feedback and received feedback from the local authority. 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. We used all of this information to plan our inspection.

During the inspection

We asked the registered manager to send a range of documents, before we visited the office, to support the inspection. This enabled us to spend less time in the office, to support restrictions to reduce infection during the COVID-19 crisis. We spoke with three people who used the service and four relatives about their experience of the service provided. We spoke with six members of staff including the registered manager, client services staff, co-ordinator and care staff. We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies, audits and infection prevention and control processes were also reviewed.

Updated 7 May 2021

About the service

Main Office is a domiciliary care agency which provides care and support to people living in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help relating to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of the inspection 31 people were receiving personal care.

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

People and their relatives were positive about the quality of care and support they received. They told us they felt safe using the service.

People were supported by staff who had been recruited safely. They told us they received support from regular care staff who arrived on time. They said they did not feel rushed. People were protected from the risks of abuse and discrimination by staff who had been trained to recognise the signs of abuse and knew how to raise any concerns. The registered manager reported incidents to CQC and the local authority in line with guidance.

Risks to people’s safety were assessed, managed and reviewed. Risk assessments covered areas of people’s health as well as any potential environmental risks. People received their medicines safely and as prescribed. Staff were trained in medicines management and their competency was regularly assessed to make sure they continued to follow best practice.

There were clear processes in place to ensure people were protected from the risks of infection. Staff completed infection prevention and control training and spoke with us about the importance of wearing personal protective equipment (PPE) correctly. Staff had access to PPE and followed national guidance regarding the COVID-19 pandemic.

People’s care and support needs were discussed with them and tailored to meet their individual needs. Care plans were regularly assessed and updated as needed to make sure staff had up to date guidance to follow.

People knew how to complain and were confident, if they had a concern, these would be addressed. When the service received complaints and compliments from people, these were shared with staff.

People and their relatives felt the service was well-led. The registered manager led by example and monitored the quality and safety of the service. People, relatives, health care professionals and staff were asked to provide feedback to enable the registered manager to continue to drive improvements.

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 14 August 2019).

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 and the provider was no longer in breach of regulations.

Why we inspected

We carried out an announced comprehensive inspection of this service on 17, 18 and 23 July 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment and good governance.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Responsive and Well-led which contain those requirements.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from Requires Improvement to Good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Main office on our website at www.cqc.org.uk.

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.