Background to this inspection
Updated
11 November 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 carried out the inspection site visit and spoke with staff. An Expert by Experience completed the telephone calls to relatives and people using the service. 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 and specialist housing.
The agency 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 a short period of notice for the inspection because of the Coronavirus pandemic. We had to arrange safe working procedures for our inspection.
Inspection activity started with a site visit to the office on 19 October 2021 and ended with telephone calls to people and relatives on 22 October 2021.
What we did before the inspection
We reviewed information we had received about the agency since the last inspection. We sought feedback from the local authority who work with the agency. The provider completed a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the agency, what the agency does well and improvements they plan to make. We took this into account when we inspected the agency and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with eight people who used the service and three relatives about their experience of the care provided. We spoke with the provider, registered manager, one office staff and two support workers.
We reviewed a range of records. This included three 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 registered manager to validate evidence found.
Updated
11 November 2021
About the service
St Margaret’s Home Care is a domiciliary care agency, providing care and support to people living with physical disabilities, or dementia and older people. At the time of this inspection there were 62 people using the agency.
Not everyone who used the agency 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.
People’s experience of using this service and what we found
The registered manager assessed, monitored and reduced risk to people’s health and safety. The management team carried out regular reviews and spot checks to ensure the quality of the agency, and the safety of people who used it, were maintained to a high standard.
People had input to their care and support and their wishes and choices were listened to and actioned. Care plans and risk assessments were in place and reviewed. People told us care workers were good at ensuring changes to their needs were recognised and records were updated straight away. The management team monitored this and completed regular audits.
People confirmed that they had a tailored package of care to meet their needs. Without exception, people said they felt safe and care workers were respectful.
People received their medicines safely and their health was well managed.
People told us they received good consistent care from friendly care workers who went out of their way to assist them. Relatives and people said the agency was reliable and efficient. They had good communication with the office and received regular updated information during the Coronavirus pandemic.
People said their care workers were skilled and competent. Care workers had received appropriate induction, training and support to enable them to carry out their role.
People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible. The policies and systems in the agency supported this practice.
People, relatives and care workers told us the management team were approachable and listened to them when they had any concerns. All feedback was used to make improvements to the agency.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This agency was registered with us on 22/11/2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the fact this was a new agency and yet to be rated.
Follow up
We will continue to monitor information we receive about the agency until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.