19 November 2020
During a routine inspection
People’s experience of using this service and what we found
The provider had not informed the CQC as required of two safeguarding incidents. Also, the service had safeguarding policies and procedures that did not reflect local practices. People told us they felt safe and trusted the staff who came into their home People told us that care visits were never missed and that appropriate measures had been taken to ensure that the spread of Covid-19 was minimised. Recruitment checks were in place to ensure that vulnerable people were supported by suitable staff. People were protected by risk assessments relating to their support and assessed hazards in their home environment.
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. People told us staff were knowledgeable and skilled to support their relations. Staff were up-to-date with training and a training programme was in place. People had their health and social care needs assessed ahead of being supported by the service. The service liaised with health professionals when needed.
People told us that staff support was dignified, promoted privacy and was provided in a respectful manner. Measures were in place to ensure that people’s sensitive personal information was kept secure. Any sensory limitations service users had been recorded in care plans so that staff could take these into account.
Care plans were person centred and accessible to those who used the service and their relatives. Policies and procedures could be adapted to the communication needs of people if required. Relatives told us that they had not had to make a complaint and were unsure of how to do this. We raised this with the registered manager who stated that they would reinforce the procedure to service users and their families.
The registered provider had not informed us of two safeguarding incidents as required by law. As a result, we could not assess the service as being fully transparent. In addition to this, only one person (the registered manager) was providing support to people. We were not assured that contingency plans were in place to ensure that any sickness or other absence of the registered manager would not leave service users without support. People were very happy with the service. They considered it to be person-centred, reliable and attentive. Systems were in place for effective auditing of the quality of support provided and the registered manager liaised with other agencies.
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)
This service was registered with us on 29/06/2020 and this is the first inspection.
Why we inspected
This was a planned inspection to give the service its first rating.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified breaches in relation to good governance and notifications at this inspection. Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider for us to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.