Archived: Apex Prime Care - Gillingham

Updated 18 March 2020

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.

Inspection 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.

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. 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 the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 24 February 2020 and ended on 25 February 2020. We visited the office location on both dates.

What we did before the 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. We contacted commissioners and a local authority safeguarding team for feedback. We used all of this information to plan our inspection.

During the inspection

We spoke with five people who used the service and four relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, care coordinator, quality manager, regional manager, senior care worker and care workers.

We reviewed a range of records. This included four 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.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We received email feedback from a professional who regularly visits people supported by the service.

Updated 18 March 2020

About the service

Apex Prime Care Gillingham provides domiciliary support services to people in their own homes. It provides a service to older people and younger adults some of whom have a physical disability, sensory impairment or dementia. At the time of our inspection there were 179 people receiving a service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People were supported by staff who had received safeguarding training and understood how to keep people safe from harm or abuse. People’s individual risks were assessed and managed without being restrictive.

The service had a recruitment and selection process that helped reduce the risk of unsuitable staff supporting people. Medicines were managed safely and administered as prescribed. Learning identified from accidents and incidents was shared with people and staff to reduce the chance of them happening again.

People’s needs were assessed with their involvement and, where appropriate, those important to them. Initial assessments captured people’s needs, likes, dislikes, abilities and background.

People were supported by staff who had an induction, training and ongoing competency checks. Staff received supervision and annual appraisals. People were encouraged and supported to eat and drink sufficiently. The service understood the importance of timely contact with health professionals to help keep people healthy. Where people’s health needs changed staff supported or encouraged them to contact health professionals such as GPs, dentists and district nurses.

Staff understood the importance of offering choice and support in line with what people needed and preferred. 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.

Staff consistently asked for people’s consent before offering to support them. Where people lacked capacity to make particular decisions they were supported by staff who understood the principles of the Mental Capacity Act 2005. The service ensured that only representatives with the correct legal authority were asked to sign to give consent on behalf of people who are assessed as lacking capacity to make certain decisions.

People, relatives and a professional told us staff were kind and caring. Staff understood how to help maintain people’s privacy and dignity. People were supported by staff who had got to know them well. People were encouraged to maintain their independence.

People were supported in line with their assessed needs. Where people’s needs changed their care was amended to reflect this. People told us they were supported to make decisions about the support they received. One person told us, “They [carers] are wonderful. I can’t fault them.” People’s specific communication needs were known, respected and met. When required these were shared with professionals, for example hospital staff.

There was an open and supportive culture at the service. Staff were encouraged to contribute their views and ideas during team meetings.. Staff said they got on well and enjoyed their jobs. They told us they felt supported and listened to by the registered manager and colleagues. A staff member said, “[Name of registered manager] has been brilliant to work with.” Staff were praised for good practice and were given opportunity to progress.

Audits were undertaken to help maintain the quality of the service and identify where improvements could be made. The service sought feedback from people and their relatives twice a year. The feedback in December 2019 was almost entirely positive.

The service had established and maintained good working relationships with other agencies such as GP surgeries, district nurses, occupational therapists and social work teams. People and relatives told us this had enabled them to remain well in their homes for longer. Community fundraising events had been held to benefit care industry charities.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 20/02/2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service first registered with us.

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.