18 August 2015
During a routine inspection
We inspected this service on 18 August 2015. The inspection was announced.
The service delivers personal care to people in their own homes. At the time of our inspection 50 people were receiving the service.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they felt safe with the care staff that came to their home. The provider had policies and procedures to minimise risks to people’s safety. Staff were trained in safeguarding and understood the signs of abuse and their responsibilities to keep people safe. The registered manager checked staff’s suitability to deliver personal care during the recruitment process.
Risks to people’s health and wellbeing were identified and care plans were written to minimise the identified risks. Staff understood people’s needs and abilities because they shadowed experienced staff and read the care plans when they started working for the service.
The registered manager assessed risks in each person’s home and staff knew the actions they should take to minimise the risks. The provider’s medicines’ policy and procedures ensured that staff were trained in medicines management and the registered manager checked that people received their medicines as prescribed.
Staff received the training and support they needed to meet people’s needs effectively. Staff had regular opportunities to reflect on their practice and consider their personal career development.
The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Records showed that people and their families were involved in planning care their care. People made their own decisions about their care and support. Staff understood they could only care for and support people who consented to receive care.
Staff were knowledgeable about the importance of people maintaining their health through adequate nutrition. Staff referred people to other health professionals for advice and support when their health needs changed and supported people to follow the health professionals’ advice.
Staff had regular care calls so they got to know people well. People told us their care staff were kind and respected their privacy, dignity and independence. Care staff were thoughtful and recognised and respected people’s cultural values and preferences.
People were confident any complaints would be listened to and action taken to resolve them, but issues that arose were dealt with immediately, before a formal complaint was raised.
The provider’s quality monitoring system included asking people for their views about the quality of the service through telephone conversations, visits by the management team and regular questionnaires.
The registered manager checked people received the care they needed by monitoring calls, reviewing care plans, working with care staff at people’s homes and at unannounced checks to observe staff’s practice.