Background to this inspection
Updated
22 April 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 Care Act 2014.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
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 houses and flats.
The service should have 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. However, the manager was in the process of being registered by (CQC) and an application had been submitted.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since their registration. 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 this information to plan our inspection.
During the inspection
We spoke with 12 people who used the service and four relatives about their experience of the care provided. In addition, we spoke with seven members of staff, the manager and the care services director. We looked at a range of records. This included two people’s care records, recruitment files, training records, medication records and audits of the service.
After the inspection
We continued to seek clarification from the registered manager to validate evidence found. We looked at their quality assurance systems.
Updated
22 April 2022
About the service
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection the agency supported 106 people.
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 we spoke with were positive about the agency and the support provided. For example, one person said, “They are a good agency, I couldn’t survive without them. The attitude of the staff is first class.” Staff were recruited safely and staff were deployed to suit specific needs of people. Staff demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided and regularly updated. Staff managed medicines according to national guidelines. Support for people was planned to ensure the persons needs and wishes were considered. Risks were assessed in the individual homes and person centred to ensure people were protected and could be supported safely. Staff were provided with personal protective equipment to protect people and themselves from the spread of infection. One staff member said, “We have no shortages of PPE.”
People received support with their healthcare and nutritional 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. Staff training was ongoing and comments from staff were positive about access and continued access to courses. Staff we spoke with confirmed this.
People supported by the agency told us staff and the management team who visited them were polite, reliable and professional in their approach to their work. Staff supported people to attend healthcare appointments if necessary.
The service had a complaints procedure which was made available to people they supported. People we spoke with told us they knew how to make a complaint if they had any concerns.
The management team had auditing systems to maintain ongoing oversight of the service and make improvements where necessary. Quality assurance processes ensured people were able to give their views of the service and improvements made when they were identified.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The service was registered with us on 12/10/2020 and this is the first inspection.
Why we inspected
This was a planned first inspection based on their registration.
We looked at infection prevention and control measures under the Safe key question. We look at this in all inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively
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.