Background to this inspection
Updated
15 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.
Inspection team
One inspector and two assistant inspectors.
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. The registered manager was also the provider and was supported in the day to day running of the service by the deputy manager.
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 21 April 2021 and ended on 30 April 2021. We visited the office location on 23 April 2021.
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 reviewed information we had received about the service since it’s registration. We sought feedback from professionals who work with the service. We received a response from one healthcare professional. We used all of this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and two relatives about their experience of the care provided. We also received written feedback about the service from one person and two relatives. We spoke with six members of staff including the registered manager and deputy manager.
We reviewed a range of records. This included three people’s care records and 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 and audits were reviewed.
Updated
15 May 2021
About the service
Kensey Care Services is a domiciliary care agency providing personal care to 39 people aged 65 and over at the time of the inspection.
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 whilst receiving support from the service. Staff understood their responsibilities to keep people safe and report any concerns. The provider had ensured there were sufficient records and checks in place to maintain and promote people’s safety.
People were supported by staff who had received training to carry out their roles. Staff confirmed they felt confident in their work and could easily ask for more training. Records showed people’s needs were assessed and recorded and external advice was regularly sought to help ensure the support people received met best practice.
People told us they received the right support with food and drink, medicines and any healthcare needs. Records showed that any problems were highlighted and dealt with promptly.
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.
People told us they were treated with kindness and respect. Staff spoke about people in a caring way and placed value on the relationships they had with people and the positive impact they had on people’s lives.
Staff were able to describe for each person the best way to communicate and understand people, which helped ensure people’s views were heard.
People told us the care they received was how they wanted it and based on their choices and preferences. People confirmed they were involved in the content of their care plans; these helped ensure staff provided consistent care based on people’s wishes.
People understood how to raise concerns or complaints about the service. Records showed action to resolve these was taken promptly.
There was a positive culture within the service and staff team. The registered manager told us staff were encouraged to suggest ideas regarding how people’s support could be improved and this had led to improved outcomes for people.
The registered and deputy managers carried out quality assurance checks on all aspects of the service. Any required changes were shared with staff and action taken to improve the service. People told us their views of the service were sought and that they thought the service was well led.
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 2 July 2019 and this is the first inspection.
Why we inspected
This was a planned inspection to provide a rating for the service.
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.