Background to this inspection
Updated
26 June 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of two inspectors, an assistant inspector and two Expert by Experiences. 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.
The service had a manager registered with the Care Quality Commission. 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.
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.
Inspection activity started on 22 May 2019 and ended on 24 May 2019. We visited the office location on both dates.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with 20 people who used the service and five relatives about their experience of the care provided. We spoke with 10 members of staff including the registered manager, senior care workers, and care workers.
We reviewed a range of records. This included 10 people’s care records and 10 medication records. We looked at seven staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We were sent further information from the registered manager which included policies and procedures. We spoke with one professional who is involved with the service.
Updated
26 June 2019
About the service
Hales Group Ltd Grimsby is a domiciliary care agency providing personal care and support to people in their own homes. At the time of the inspection the service was providing a regulated activity of personal care to 305 people.
People’s experience of using this service and what we found
People were positive about their experience of the service and the care they received. They told us they felt very safe and secure with staff.
People were protected from avoidable harm and abuse by staff who could identify and report safeguarding concerns. People's medicines were administered as prescribed and audited regularly. Staff understood people's needs and risks to their safety. Risk assessments guided staff on how to safely meet people's needs.
There were enough skilled and experienced staff to meet people's needs. The provider’s induction and ongoing training helped ensure staff had the skills and knowledge to support people. Recruitment processes were in place and followed which ensured only suitable staff were employed.
People spoke positively of their relationships with staff. Staff respected people as individuals, had a positive approach to equality and diversity and promoted people’s 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.
Care plans contained information that supported staff to provide person-centred care. Staff worked with professionals and followed their advice, to ensure people's needs were met. People were encouraged to maintain important relationships. People had end of life care plans in place which identified their wishes.
People were confident their concerns or complaints would be addressed promptly and processes in place supported this.
The registered manager had an open and honest approach and supported staff. The registered manager used audits to monitor the quality and safety of the service. They listened to people's feedback and responded to issues and concerns to continually improve the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 17 May 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.