Background to this inspection
Updated
9 April 2021
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide 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
Our inspection was conducted by an 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
Aphoenix Care is a domiciliary care service, registered to provide personal care to people living in their own homes in the community.
The service had a manager registered with the Care Quality Commission (CQC). This means 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 three working days' notice of the inspection visit. This was because we needed to be sure the registered manager would be available to support the inspection.
What we did before the inspection
In planning our inspection, we reviewed information we had received about the service. This included any notifications (events which happened in the service that the provider is required to tell us about).
During the inspection
We conducted our inspection between 1 and 10 March 2021.
As part of the inspection we spoke with the registered manager; the branch manager; three members of the care staff team and 10 service users or relatives.
We reviewed a range of written records including two people's care plan, staff recruitment and training records and information relating to the auditing and monitoring of service provision.
Updated
9 April 2021
About the service
Aphoenix Care is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community. The service operates in various locations in South Lincolnshire.
Not everyone who used the service received personal care. The Care Quality Commission (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. At the time of our inspection, 33 people were receiving a personal care service.
People’s experience of using this service
The provider was exceptionally kind and caring and often went far beyond formal contractual requirements to promote people's welfare and happiness. Staff went to considerable lengths to promote people’s dignity, privacy and independence.
Care planning systems were effective. Staff understood people’s individual care needs and preferences and used this knowledge to provide them with flexible, responsive support. Staffing resources were managed effectively to meet people's needs. People received food and drink of their choice.
Training and supervision systems provided staff with the knowledge and skills they required to meet people’s needs. Staff worked together in a mutually supportive way and communicated effectively with a range of external organisations. Staff recruitment was safe.
Systems were in place to ensure effective infection prevention and control and people's medicines were managed safely. Staff worked collaboratively with local health and social care services to ensure people had access to any support they required.
Staff were aware of people’s rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.
The provider assessed and managed potential risks to people's safety and welfare. Staff knew how to recognise and report any concerns to keep people safe from harm.
The service was well-managed and well-led. The registered manager and branch manager provided supportive, non-hierarchical leadership and were respected and appreciated by their team. A range of audits was in place to monitor the quality and safety of service provision. There was organisational learning from significant events and any complaints were managed effectively. The provider was committed to the continuous improvement of the service.
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 CQC on 28 March 2019 and this is the first inspection.
Why we inspected:
This was a planned inspection following registration.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.