Background to this inspection
Updated
14 July 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 an 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 24 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 14 June 2021. We visited the office location on 10 June 2021.
What we did before the 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 five people who used the service and seven relatives about their experience of the care provided. We spoke with seven members of staff including the nominated individual, registered manager, office staff and care assistants. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at four 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 a number of records sent to us electronically including training data and quality assurance records.
Updated
14 July 2021
About the service
Five Lamps Home Care (Eldon Street) is a domiciliary care agency. It is registered to provide personal care to people living in their own homes. 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. At the time of our inspection, 63 people were receiving personal care.
People’s experience of using this service and what we found
People told us they felt safe and were happy with the care they received. One person told us, “It’s very good care, I feel safe and all the carers are very nice.”
Medicines were well managed, and people were happy with the way staff gave them their medicines. Staff were aware of how to identify and report safeguarding concerns. Safe recruitment practices were followed. Staff followed infection control procedures, had access to PPE and had been trained in how to use it safely.
Staff training was up to date. The staff we spoke with were happy with the training they had received. People were supported by a range of healthcare professionals and staff would seek medical assistance when people were unwell. Where people required support with eating and drinking, staff had the skills to support them safely. 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 promoted people's independence and respected their rights, privacy and dignity. Where possible, care was delivered by a small group of staff to provide consistency. Late and missed calls were kept to a minimum by using an electronic monitoring system which alerted office to any delays so action could be taken.
Care records were on an electronic system and staff told us they were happy and confident using this. Most records were comprehensive and up to date. However, some of the care plans we looked at required further information and this was addressed immediately. People were involved in decisions about their care. Staff were aware of people's communication needs and how best to support them. Complaints were handled in line with the provider’s policy.
The registered manager had systems in place to monitor and improve the quality and safety of the service provided. People's views about the service were sought individually and through surveys and the introduction of feedback cards. Staff wellbeing was very important to the provider. Staff felt well supported and able to approach the management team with any issues or concerns.
We found the management team receptive to feedback and keen to improve the service. Any changes required were actioned immediately. The registered manager worked with us in a positive manner and provided all the information we requested.
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 July 2020 and this is the first inspection.
The last rating for the service at the previous premises was good, published on 9 May 2018.
Why we inspected
This was a planned inspection based on the date the service was registered.
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.