Background to this inspection
Updated
15 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 9 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
This inspection was carried out by one inspector, one medicines inspector, CQC support services, and one 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 homes.
The service had a manager registered with the Care Quality Commission. 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
We gave a short period notice of the inspection as we needed to be sure that the registered manager would be in the office to support the inspection.
Inspection activity started on 9 November and ended on 13 November 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.
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 36 people who used the service and relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, deputy manager, care co-ordinator, field care supervisor and care workers. We received feedback from one healthcare professional.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at three 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.
Updated
15 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Agincare Live-in Care (South West) is a domiciliary care agency providing personal care. At the time of our inspection, they were delivering care to 120 people through live-in arrangements and 101 people through rapid response.
People’s experience of using this service and what we found
People told us they were very happy with the service they received. Each person benefited from a regular staff member who knew them well. People told us they had developed positive, caring relationships with their regular staff. Comments included, “My carer is wonderful. If I think of something she does it, I can’t be happier we get on so well” and “They are excellent, brilliant in fact, so kind, nice and caring.”
People felt safe and comfortable when staff were in their home. People were kept safe as potential
risks had been assessed and managed. People told us they were happy with the support they received with their medicines. People’s medicines support needs were documented in care plans. We have made recommendations about the management of some medicines. Staff recruitment practices were safe. Staff understood their responsibilities in relation to infection control.
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. Staff had a good understanding of the Mental Capacity Act 2005.
People received a personalised service to meet their specific needs, preferences and wishes. People were involved in making decisions about their care and supported to maintain their independence. Care plans were personalised, very detailed and up to date. This meant staff had the information they needed to deliver appropriate care.
People benefited from a provider who placed an emphasis on delivering a high-quality service. People told us the service was well managed. Staff were passionate, highly motivated and proud to work with the service. People, relatives and staff were encouraged to share their views about the service to make improvements. Regular checks were made to monitor the quality and safety of service provided.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection – The last rating for this service was Good (published 24 September 2019).
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Agincare Live-in Care (South West) 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.