Carefound Home Care (West Bridgford)

Updated 30 June 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by an inspector and an Expert by Experience (EXE). An EXE 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. This included 24 hour, live in care for some people.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 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 21 April 2022 and ended on 12 May 2022. We visited the office location on 28 and 29 April 2022.

What we did before the inspection

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 reviewed information we had received about the service since registration. We sought feedback from the local authority, other health and social care professionals 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 all this information to plan our inspection.

During the inspection

We spoke with three people and five relatives by telephone and visited a further two people and their relatives within their own home. We asked them about their experiences of the care provided. We spoke with nine members of the care staff, a senior care staff member, quality assurance officer, care manager, registered manager and the nominated individual. 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 eight people’s care records, medication administration records and the daily notes recorded by care staff. We looked at staff files in relation to recruitment, supervision and training. We also viewed a variety of records relating to the management of the service, including policies and procedures and training records.

A number of health and social care professionals gave us their views on the quality of the care provided. This included; a GP practice manager and an occupational therapist.

Updated 30 June 2022

About the service

Carefound Home Care is a domiciliary service providing care for people within their own homes. At the time of our inspection there were 13 people using the service. 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 received care from staff who were exceptionally kind and caring. There was a strong, visible person-centred culture at this service. Staff cared for people in a way that exceeded expectations. People, relatives and health and social care professionals praised the approach of staff and commented on the positive impact staff had on their and/or other’s lives.

Staff provided care in an individualised way that enabled people to feel respected, appreciated and that their views mattered. Staff used creative ways to ensure people could express their views so that staff and managers at all levels understood their views, preferences, wishes and choices. Respect for privacy and dignity was at the heart of the service’s culture and values. It was embedded in everything that the service and its staff did. An equality, diversity and human rights approach to supporting people’s privacy and dignity was well embedded in the service. People felt staff respected their cultural backgrounds and provided care in a respectful manner.

Staff used innovative and individual ways of involving people and their family and friends in their care and support plans. People felt consulted, empowered, listened to and valued. The provider continually assessed the impact decisions had on people. Changes were made to care records where needed to ensure people continued to receive person-centred care and support that met their current needs. Professionals told us the service was focused on providing person-centred care and support and achieved exceptional results. Our findings throughout this inspection supported this.

Staff have taken innovative steps to meet people’s information and communication needs over and above complying with the Accessible Information Standard. People felt information was provided in a format they could understand. People felt assured that any concerns or complaints would be handled appropriately by staff and management. People’s needs have been considered as part of their end of life care plan and this has taken account of language, communication, ability to understand and capacity when decisions were made.

The service was exceptionally well managed. People, relatives, staff and professionals all commented on the positive approach of the provider and registered manager. There was a clear focus on people achieving positive outcomes from the care provided. There were high levels of staff satisfaction. All staff felt listened too, encouraged to do their best and to aim high and develop their careers. High quality auditing processes were in place that enabled any potential issues with the quality of care and the experiences of people to be addressed, before they had a negative impact. Staff worked in collaboration with other health and social care professionals to identify the early signs of health deterioration. This helped to improve people’s lives and to reduce the impact on local health services.

People received care that kept them safe from harm. Risks to their health and safety were regularly assessed and updated as their care needs reduced or increased. There were enough staff in place to support people safely whilst still encouraging people to do as much for themselves as possible. Recruitment processes were thorough. People’s medicines were managed safely. The provider had ensured people were protected from the risk of the spread of infection. Accidents and incidents were investigated, and actions taken to prevent the risk of recurrence.

People’s care was provided in accordance with best practice guidelines and legislation. Staff were well-trained and received regular supervision of their competency to carry out their role. People were supported to maintain a healthy lifestyle through making wise food choices. Staff worked alongside other health and social care professionals to provide people with high quality, relevant and timely care.

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.

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 21 September 2020 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.