Background to this inspection
Updated
2 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 one 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.
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 we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 5 May 2022 and ended on 10 May 2022. We visited the location’s office on 5 May 2022.
What we did before the inspection
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. 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. We used all this information to plan our inspection.
During the inspection
We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke to the area manager, registered manager and three staff.
We reviewed a range of records. This included six 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.
Updated
2 June 2022
About the service
Carewatch (Thames Valley) is a domiciliary care agency providing personal care to people in their own homes. The service supported older people, younger adults, people living with dementia and people with a physical disability or sensory impairment. At the time of our inspection there were 189 people receiving personal care.
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 told us they felt safe. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. The staff team followed procedures and practices to control the spread of infection using personal protective equipment. Risk assessments were individualised to meet the needs of the person.
People told us they felt staff were caring. The service promoted people to be as independent as possible. People felt involved in their care and care plans reviewed regularly to meet the needs of the person.
People’s communication needs were assessed, and staff were aware if a person required further support with their communication. People and relatives told us they were aware of how to raise a complaint with the service. Staff worked well with people, families and health and social care agencies to support people’s wellbeing.
The provider recruited staff in accordance with regulations and ensured only staff suitable to support people were appointed. Quality assurance systems were in place to monitor and continuously improve the service.
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
The last rating for the service under the previous provider and at the previous premises was requires improvement published on 14 March 2019.
Why we inspected
This inspection was prompted by a review of the information we held about this service including when the service registered with CQC.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.