6 April 2017
During a routine inspection
This inspection was announced with the provider given 48 hours’ notice. The inspection took place on the 6 April 2017. At the time of this inspection the agency was providing a service to 16 people. The agency had a registered manager who was also the provider of the service. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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’s care was personalised to reflect their wishes and what was important to them. People were supported by staff who knew them well and understood their needs and preferences. People knew when their visits were to take place and what staff member was providing the care. People were introduced to staff before they provided them with care and they were looked after by a team of regular staff. All feedback from people and their representatives regarding the service and the staff was positive. They told us they felt safe with the staff who were well trained to do their work.
The agency employed enough staff with the right skills to meet people’s needs and people’s safety was ensured through appropriate recruitment practices. There was an induction programme in place and staff received the training and support they required to meet people’s needs. Staff were trained in the principles of the Mental Capacity Act 2005 (MCA) and understood the importance of people giving their consent. The management team knew the correct procedures to follow when people lacked capacity to make decisions. Staff understood and could recognise the signs of potential abuse and knew what to do if they needed to raise a safeguarding concern. Training records confirmed staff had received training on safeguarding adults and children at risk.
People were looked after by staff who were caring and kind and took account of people’s privacy and dignity. People said they were happy with the care and support staff provided to them and that it met their individual needs. The needs and choices of people had been clearly documented in their care plans. Where people’s needs changed people’s care and support plans were reviewed to ensure the person received the care and support they required.
People were regularly asked for their feedback about the service and support they received and were aware how to make a complaint. There was an open and positive culture at the service. The staff told us they felt supported and listened to by the registered manager and the office staff. The agency had clear aims and objectives and worked to improve the quality of the service. They used feedback from internal and external resources and responded positively to any feedback received.