Background to this inspection
Updated
6 August 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
The inspection was carried out by one inspector.
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
This inspection was announced.
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 10 June 2021 and ended on 21 June 2021. We visited the office location on 11 June 2021.
What we did before the inspection
We reviewed information we held about the service and the provider, such as notifications. A notification is information about important events which the provider is required to send us.
We sought feedback from the local authority and professionals who work with the service. We also requested feedback from Healthwatch to obtain their views of the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. 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 members of staff including the registered manager, the care quality manager and the provider, who is also the nominated individual.
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. A variety of records relating to the management of the service. These included accidents and incidents, policies and procedures, safeguarding records and other documentation relating to the management of the service were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data, quality assurance records and policies and procedures. We spoke with three people who use the service, five relatives about their experience of the care provided, and seven staff over the telephone. Additionally, we received feedback from a further three relatives via email.
Updated
6 August 2021
About the service
Ashwell home care services is an independent family owned and run domically care agency that provides personal care and support to people in their own homes. The service is registered to provide support to younger adults and older people, living with dementia, physical disabilities and sensory impairments. At the time of our inspection 42 people were using the 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 cared and supported for by a passionate and enthusiastic staff team led by an exceptionally well-led motivated management team.
There was a strong person-centred culture that was embedded within the service. People were supported by staff that were exceptionally caring, compassionate and kind. Staff knew people well and had established positive relationships with them. Staff encouraged people to live as full a life as possible and supported them to achieve the best possible outcomes. People received person-centred care that was tailored to meet their individual needs.
The management team had developed a positive culture and ethos throughout the service. Staff were inspired by the management teams’ values to consistently deliver high quality care, which resulted in positive outcomes for people. Staff and managers spoke passionately about their roles and understood their responsibilities. They engaged with people, their relatives and professionals in all aspects of their care and support.
Without exception feedback was highly complementary about the staff and management team of their care and support. Feedback was valued and used to further improve people's experience of using the service.
People and relatives had positive relationships with staff. Staff treated people with kindness, compassion and respect. People felt safe and trusted staff. Systems were in place to protect people from harm.
The provider, registered manager and the staff team ensured people were at the heart of the service and received high quality person centred-care. Staff were dedicated and committed, to constantly provide high quality care.
People received safe care and support from consistent dedicated staff that knew them well and understood their individual needs. Staff were able to identify and communicate any changes to a person’s needs to ensure appropriate support was sought.
Staff were recruited safely. The provider had robust recruitment procedures in place which included undertaking background checks on potential new staff before they started working for the service.
The provider ensured staff were trained and supported with ongoing development to ensure their skills and knowledge remained up to date and in line with any legislation. Staff told us they felt supported. One staff member said, “The training is second to none.” Another staff member said, “We [staff] are asked if we have any further developmental needs or if there is anything need to know more about [specialist training or interest].”
People and their relatives knew how to complain and were confident they would be listened to if any concerns were made.
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.
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 13 September 2019 and this is the first inspection.
Why we inspected
This was a planned inspection.
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.