Home Instead Senior Care

Updated 4 April 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was a comprehensive inspection. The inspection took place on 13 February 2018 and we gave the service 24 hours’ notice of the inspection visit because the location provides a domiciliary care service. We needed to be sure that a manager would be in to facilitate the inspection.

The inspection was undertaken by one adult social care inspector from the Care Quality Commission (CQC).

Prior to the inspection we looked at information we had about the service in the form of notifications, safeguarding concerns and whistle blowing information. We also received a provider information return (PIR) from the provider. This form asks the provider to give us some key information about what the service does well and any improvements they plan to make.

Before our inspection we contacted Rochdale local authority commissioning team and the local safeguarding team to find out their experience of the service. We contacted the local Healthwatch to see if they had any information about the service. Healthwatch England is the national consumer champion in health and care. This was to gain their views on the care delivered by the service. We did not receive any negative comments. We also contacted five health and social care professionals for their views about the service. We did not receive any negative comments from them either.

During the inspection we spoke with the franchise owner, the registered manager, the deputy manager, the scheduler, the field mentor and three members of CAREGivers. We also visited two clients in their own homes and contacted a further seven clients by telephone. One client contacted us via our contact centre. We spent time at the office and looked at five care files, four staff personnel files, training records, staff supervision records, service user satisfaction surveys, meeting minutes and audits.

Updated 4 April 2018

Home Instead Senior Care is a domiciliary care agency that is registered to care for people living in their own homes. The service offers care to people with a dementia related illness, people who require help with personal care, light household duties and those who require companionship.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At the time of the inspection there were 52 people receiving a service which included personal care. The service refers to people who use the service as ‘clients’ and care staff as ‘CAREGivers’ so we will refer to them as such throughout this report.

There was an appropriate safeguarding policy and procedure in place and staff had received training. Accidents and incidents were recorded appropriately and risk assessments completed as required

Staff were recruited via a robust procedure and there was a system in place to alert the service if a caregiver had not arrived. Systems were in place for the prevention and control of infection.

There was a medicines policy and guidance for CAREGivers around safe administration. CAREGivers had undertaken training and competency checks were regularly undertaken.

Clients’ care and support needs had been thoroughly assessed and care plans written in line with these needs. CAREGivers had undertaken a thorough induction programme and further training was on-going.

The service was working within the legal requirements of The Mental Capacity Act 2005 (MCA).

Clients told us the CAREGivers were kind and friendly and respected privacy and dignity. Clients were involved in planning of their care and support and reviews.

The work force was from many different walks of life and clients with diverse needs were supported sensitively and with regard to their particular requirements.

The service produced a welcome package which included information about the service. There was a policy around autonomy and independence and clients were supported to do as much for themselves as possible.

Care files were person-centred and CAREGivers were introduced to the client prior to commencement of the service to try to ensure compatibility. The service was flexible and could be altered to suit the clients’ changing needs. Care plans were reviewed and updated as necessary.

Clients were supported to follow their interests and hobbies, both in the home and outside in the community. There was a relevant complaints procedure but there had been no recent complaints. The service had received a number of compliments.

Staff had received good quality training in end of life care and were part of the team that helped support clients at this time if needed

There was a strong management structure and staff felt well supported by all the management team. Staff supervisions and meetings were held on a regular basis.

Client feedback was sought regularly to help drive improvement to service delivery. Audits and quality checks were undertaken on a regular basis and any issues or concerns addressed with appropriate actions.

The service was committed to partnership working and was involved in various initiatives within the local area.