Background to this inspection
Updated
22 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
The inspection team consisted of an inspector, an assistant 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
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
We gave the service 48 hours’ notice of the inspection. This was because we needed to gather information about the numbers of people being supported and seek their consent to contact them for their feedback.
What we did before 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. 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 used all of this information to plan our inspection.
During the inspection
We spoke with eight people who used the service and six representatives about their experience of the care provided. We spoke with seven members of care staff in addition to the registered manager, regional head of quality and the regional director.
We reviewed a range of records. This included six people’s care and medicines records. We looked at three 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 quality monitoring and assurance records and improvement plans.
Updated
22 May 2021
About the service
Human Support Group Limited – Stoke on Trent is a domiciliary care agency providing personal care to 73 people 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 felt safe using the service because they had a regular group of care staff who got to know them well. Staff knew people and how to manage their risks.
People were protected from abuse and avoidable harm because a suitable system was operated to keep people safe. Staff understood their responsibilities. People were protected from the spread of infection and the provider had ensured practice was updated during the COVID-19 pandemic.
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 were safely recruited and inducted. They had access to training and supervision to ensure they had the skills to support people effectively. People’s needs and choices were assessed and planned for. Staff worked alongside health professionals and made referrals when required to ensure people had holistic care.
There was a registered manager who was approachable and supportive. They had made improvements since the last inspection and people told us they were happy with the care they received. Staff enjoyed working at the service and were listened to. There were systems in place that worked to ensure areas of improvements were identified and actions were taken to make changes when needed so that people had good quality care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 22 November 2019) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We carried out an announced comprehensive inspection of this service between 9-11 October 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment and good governance.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements. We also inspected the Key Question Effective, to look for improvements.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Human Support Group Limited Stoke on Trent 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.