Updated 3 May 2023
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2088 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or telephone calls to engage with people using the service and staff.
Performance review and assessment team
The performance review and assessment was carried out by 1 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.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of performance review and assessment
This performance review and assessment was announced. We gave short notice on 07 March 2023 to the registered manager. This was so they would be available to support the performance review and assessment process.
Performance review and assessment activity started on 07 March 2023 and ended on 11 April 2023.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our performance review and assessment there was a registered manager in post.
What we did before the performance review and assessment
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and Healthwatch. 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 (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our performance review and assessment process.
During the performance review and assessment
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls, telephone calls and email to enable us to engage with people using the service, relatives, the registered manager and staff. We used electronic file sharing to enable us to review documentation.
We spoke with 4 people and 6 relatives to gain their views of the care provided. We talked with the registered manager and 7 care staff about their work in supporting people in their own homes.
We reviewed a range of records. These included 5 people’s care records, multiple medication administration records and records relating to the management of the service and the safety and quality of people’s care. For example, quality audits, spot checks on staff practice, feedback sought from people and their relatives and 3 staff records showing us how staff were recruited and trained.
Additionally, we looked at a range of policies and procedures. These included policies and procedures relating to safeguarding, infection control and complaints management.