Background to this inspection
Updated
1 November 2017
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 inspection took place over three days 5, 9 and 10 October 2017 and carried out by one inspector. We told the provider 48 hours before our visit that we would be coming to ensure we could access the information we needed. Before the inspection, we asked the provider to complete a Provider Information Return (PIR). This is a form that requires them to give some key information about the service, what the service does well and improvements they plan to make.
We also reviewed information we held about the service including statutory notifications relating to the service. Statutory notifications include information about important events that the provider is required to send us.
During the inspection we spoke with four people who used the service, two relatives, four support staff and the provider. We looked at two care plans, three employment files and other relevant documents relating to how the service operated.
Updated
1 November 2017
The inspection took place on the 5, 9 and 10 October 2017. On the 5 October, we inspected the office and on 9 and 10 October 2017, we contacted people, relatives and staff to obtain feedback about the service they received. By Your Side is a domiciliary care service that provides care and support to people in their own homes. At the time of our inspection, By Your Side was providing support to 12 people. At By Your Side, the provider is also the registered manager.
There was a manager in post who had registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the 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 and associated Regulations about how the service is run.
Recruitment processes were completed to ensure staff employed to deliver care and support for people were of a good character and suitable to meet people`s needs safely. There were sufficient numbers of staff available to meet people’s individual needs, and the service provided to people was flexible.
Staff were able to identify potential risks to people’s health and well-being and they knew how to report concerns to protect people from harm. Staff received training in how to safeguard people from potential abuse.
Relatives told us that family members were kept safe and well cared for when they were being supported by the service.
People told us that they were involved with their care and staff always asked for their consent when providing care.
People told us staff supported them to take their medicines safely. Staff were trained in safe administration of medicine and had their competency regularly checked by the provider.
People and their relatives were very complimentary about the abilities and experience of the staff that provided care and support. Staff received training and regular updates to ensure they were up to date with their knowledge and best practice guidance.
Staff developed appropriate positive and caring relationships with the people they supported and their families.
People and their relatives where appropriate, were involved in the planning of the care and support people received. People's personal information was stored securely to maintain confidentiality.
People felt the staff provided care and support that promoted their dignity and respected their privacy. Staff were knowledgeable about people`s preferred routines and delivered care that was individualised to the person they were supporting.
People told us they felt that staff listened to them and responded to them in a kind and caring way. People and their relatives knew how to raise concerns and they were confident that the provider would take appropriate action to address any concerns in a timely way.
People were asked to provide feedback about the service they received and we saw an independent survey that reflected people were happy with the care and support they received.
People and their relatives were positive about the staff and the provider. The provider regularly audited the service and made the required improvements.