Manor Community Domiciliary Care Agency

Updated 4 July 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 two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.

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

This inspection was unannounced.

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 the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service and two relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, assistant manager, senior care workers, care workers and the training officer.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at two 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 looked at training data and quality assurance records. We spoke with three professionals who regularly visit the service.

Updated 4 July 2020

About the service

Manor Community Domiciliary Care Agency is a domiciliary care agency providing personal care to 24 people aged 18 or over. The service was provided to people in their own homes. 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 told us they felt safe and there were sufficient numbers of staff to ensure people received the support they needed.

Risks to people were identified, assessed, managed and monitored in a timely way. All risk assessments were included in care plans that were person-centred. These were subject to regular reviews to ensure any change in needs was addressed. Staff sought to improve people’s care, treatment and support by identifying good practice.

People were supported with the preparation of food, drink and medicines when they were required. People were supported to follow interests and staff knew people's preferences and hobbies.

People were supported by staff who were kind and caring and who understood their needs well. People’s views and opinions were sought and listened to. Independence was encouraged and supported.

There was a person-centred culture within the care provided. Care plans were clear and gave good information about the ways in which people wanted to be supported. 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 training was developed and delivered around people’s needs. The provider recognised continuing development of skills, competence and knowledge was integral to ensuring high-quality care and support. Their performance and development needs were monitored.

Improvements were required with regards to monitoring and oversight and provision of personal care in one of the supported living placement. We have made a recommendation on following regulations in this area.

Rating at last inspection

The last rating for this service was outstanding (published 10 March 2017).

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

Why we inspected

The inspection was prompted in part due to concerns received about staffing, neglect and untimely responses to peoples changing health need. We have found evidence that the provider needs to make improvements. Please see the Well-Led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Manor Community Domiciliary Care Agency 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.