Background to this inspection
Updated
12 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
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own home.
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 27 October 2021 and ended on 3 November 2021. We visited the office location on 27 October 2021.
What we did before the inspection
We reviewed information we had received about the service since its registration. We sought feedback from the local authority. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with two people who used the service and five family members about their experience of the care provided. We spoke with the registered manager, a team leader/care co-ordinator and two care staff.
We reviewed a range of records. This included three people’s care records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including quality monitoring, minutes of meetings, and the training and supervision matrix.
After the inspection
We continued to seek clarification from the provided to validate evidence found by looking at quality audits carried out by the registered manager, which included information to support quality monitoring.
Updated
12 November 2021
About the service
Visiting Angels Northamptonshire is a domiciliary care service. The service provides care and support to people living in their own home. 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 five people were receiving support with personal care.
People’s experience of using this service and what we found
Everyone we spoke with about the service were consistently complimentary about the care provided, and the quality of the service. A family member told us. “We’re very satisfied with the service we get. I don’t think we could do any better. The service is excellent in every way.” People and their family members said they had or would recommend the service to others. When asked why, a person told us. “Everyone who works for the service, both in the office and care staff do an excellent job, they’re all kind, efficient and caring. The service is 100% reliable, which is reassuring.”
Systems and processes were in place to support people’s safety. People were supported by staff who had undergone a robust recruitment process. There were sufficient staff to meet people’s needs and people and family members spoke of the reliability of the service. People received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control and followed government guidance related to COVID-19.
People’s needs were assessed and kept under review. People and family members contributed to the assessment process. People’s health care needs were documented. Staff had the required experience, knowledge and training to meet people’s needs.
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 spoke of the kind and caring approach of staff and the supportive relationships that had developed through having a small team of staff caring for them. People’s told us they were actively involved in decisions about their care, and that their views were respected by staff.
People were involved in the development and reviewing of their care and support. A person-centred approach to care meant people received a tailored support package, provided by staff who supported them to maintain their independence. People’s care records were electronically stored and were accessible to people, including their family members. Family members spoke positively about the records kept by staff.
Staff spoke of their appreciation in the leadership and management of the service. People had regular contact with the registered manager and director, who responded to queries or concerns promptly. People’s views were regularly sought about the quality of the care they received. The providers systems and processes monitored the quality of the service being provided, and information which included positive feedback and areas for improvement were shared with staff.
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 15 August 2020 and this is the first inspection.
Why we inspected
This was a planned inspection.
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.