7 August 2019
During a routine inspection
People’s experience of using this service:
There had been changes to the provider since our last visit with a new company taking the lead. They were working with the registered manager to implement new systems at the service which was causing some anxiety amongst staff. The registered manager was working with staff to minimise the uncertainty during the transition.
People were happy with the service they received. People told us they felt safe and mostly had a consistent reliable staff group who always turned up on time or informed them if they were running late.
Risks associated with people’s care had been assessed and managed to keep people safe. Staff understood safeguarding procedures should they be concerned a person may not be safe.
People's needs were assessed before they started to receive care visits to make sure their needs could be met. Care plans confirmed how people should receive support and people's experience of their care visits were regularly reviewed to ensure these were completed in accordance with what had been agreed.
People were treated with dignity, respect and kindness. Staff knew people well and provided personalised care. 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.
People received their medicines safely. We discussed medicine administration records were not consistently clear. The registered manager assured us a new computerised system being implemented would make medicine information clearer for staff.
Staff understood their responsibilities to maintain good infection control practices to prevent the spread of infection and people confirmed staff followed good practice when supporting them.
There were enough suitably trained staff available to meet people's contractual agreements. People confirmed they received the support as agreed and spoke positively of the caring approach of staff. Competency checks of staff were regularly undertaken to make sure they continued to support people safely and appropriately.
Staff worked with other professionals to ensure people received support when needed. Staff supported people to make contact with health care professionals if required.
People knew how to raise any concerns if needed. The registered manager had responded to complaints and taken actions to resolve them.
There was a quality monitoring system to enable the registered manager and provider to have oversight of the service, and make sure any improvements needed, were identified and acted upon.
Rating at last inspection: Good (report published in January 2017).
Why we inspected: This was a planned inspection based on previous rating.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk