Background to this inspection
Updated
31 August 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection team consisted of one inspector, an inspection manager and one 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.
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. 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 used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.
We spoke with one person who used the service, seven relatives and six staff members including the registered manager and care staff.
We reviewed a range of records. This included four people’s care records and various staff records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.
Inspection activity started on 26 July and ended on 3 August 2022. We visited one supported living setting on 26 July 2022.
Updated
31 August 2022
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
About the service
HF Trust - Kingston DCA is a domiciliary care agency that provides personal care and support to people living in their own homes and flats. At the time of our inspection, 13 people were receiving personal care and support.
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
Right Support: Model of Care and setting that maximises people’s choice, control and independence.
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.
Right Care: Care is person-centred and promotes people’s dignity, privacy and human rights.
Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives.
People and their relatives were complimentary about the care and support provided. Comments included, “I am very content with how the home looks after [person]. Her personal care is excellent” and, “Good staff, easy to talk to and I have found them very helpful.”
People were protected from risk of avoidable harm and abuse. Staff understood their responsibilities to identify and report abuse to keep people safe. Risks were identified and managed which enabled staff to deliver care safely.
Sufficient numbers of staff were allocated and met people’s care and support needs. Relatives told us, “[Person] is always well groomed” and, “[Person] is always well dressed, all her clothes are clean.”
Medicines management complied with best practice and guidance. Infection control and prevention practices and including those associated with COVID-19 were effectively followed to minimise spread of disease and contamination. Staff learnt from incidents and accidents.
People were cared for by staff who were suitably recruited, trained and supported to meet their needs. People received healthcare services when required. A relative told us, “Staff contacted the doctor recently when [person] had an infection and then called me.”
People enjoyed positive and meaningful caring relationships with staff who provided their care. Relatives commented, “[Person] has carers who have his best interest at heart” and, “Everyone seems very cheerful and caring, it’s a very happy house.”
People were supported in a manner that respected their dignity and privacy. A relative commented, “Carers are responsible, easy going, whilst still being professional.” People consented to the care and support provided. Staff encouraged people to undertake tasks they were able to do for themselves, to be as independent as possible and to make choices about their daily living.
People underwent an assessment of their needs and received the support they required. Staff worked closely with healthcare services in a timely manner when people’s health conditions declined. Care and support plans were reviewed to reflect changes to people’s health. The registered manager ensured staff had guidance on how to support people to meet their needs. People knew how to make a complaint when they were unhappy with any aspect of the service.
Checks and audits identified shortcomings to care delivery. Improvements were made when needed. People, staff and relatives said their views about the service were sought and valued.