22 January 2016
During a routine inspection
Linford Homecare is a domiciliary care agency registered to provide the regulated activity of personal care. The agency provides personal care for adults with learning and physical disabilities and older people, including people living with dementia. At the time of our visit there were 13 people using the service.
The service had a registered manager. 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.
Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to use the whistleblowing procedure. Risk assessments were centred on the needs of the individual and any potential risks to people had been identified. We saw that risk management plans had been completed to enable them to live as safely and independently as possible. There were safe recruitment procedures in place. All staff were subject to a probation period and to disciplinary procedures if they did not meet the required standards of practice. Rotas showed there were sufficient numbers of staff available to meet people’s care and support needs. Medicines were stored, administered and recorded safely and correctly. Staff were trained in the safe administration of medicines and maintained relevant records that were accurate.
People told us and records confirmed that all of the staff received regular training in mandatory subjects. In addition, we saw that specialist training specific to the needs of people using the service had been completed. This had provided staff with the knowledge and skills to meet people’s needs in an effective and individualised way. People’s consent to care and treatment was sought in line with current legislation. People told us that with support from staff, they received a wholesome and balanced diet. As part of their independent living skills and development, some people were supported to prepare and cook their own meals. People told us their food was varied with options always available. There were regular reviews of people’s health and the service responded immediately to people’s changing needs. People were assisted to attend appointments with various health and social care professionals to ensure they received care,
The staff team were passionate about providing a service that placed people and their families at the very heart of their care. Without exception, people and relatives praised the staff for their caring, compassionate and professional approach. Everyone we spoke with said that staff went over and beyond what was expected of them and they were like family. Staff were exceptional in enabling people to remain independent and had an in-depth appreciation of people’s individual needs around privacy and dignity.
People received care that was responsive to their needs and centred around them as individuals. Their needs were assessed and care plans gave clear guidance on how they were to be supported. Records showed that people and their relatives were involved in the assessment process and review of their care. The service had an effective complaints procedure in place and we saw appropriate systems for responding to any complaints the service received. Staff were responsive to people’s worries, anxieties and concerns and acted promptly to resolve them.
People receiving support, relatives and staff consistently told us that the service was well run and provided positive leadership. There was stable and positive leadership that inspired staff to provide high quality care to people. People and their relatives were able to make suggestions and actions were taken as a result. Quality monitoring procedures were in place and action had been taken where improvements were identified.