Archived: Team 24

People who receive a service in their own homes include those living with physical frailty or memory loss due to the progression of age. The agency also provides services to people living with dementia and people with mental health needs. At the time of our inspection two people received care and support in accordance with the regulated activity of personal care.

The inspection took place on 26 April 2017. The provider was given forty eight hours’ notice of the inspection.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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.

The registered manager had a clear vision about the time staff spent supporting people so they could really focus on giving individualised care and support in a way people wanted it. The feedback we received during the inspection showed that this vision had been achieved, and the service was well led.

Staff had a positive and caring attitude about their jobs. People told us that they were happy with the care and support they received. All the staff we spoke with were happy in their work and proud of the job they do.

People received a safe service from the Team 24. There were sufficient numbers of staff who were appropriately trained to meet the needs of the people who used the service. Risks of harm to people had been identified and clear plans and guidelines were in place to minimise these risks. Staff understood their duty should they suspect abuse was taking place, including the agencies that needed to be notified, such as the local authority safeguarding board or the police.

Staff recruitment procedures were safe. The provider had undertaken appropriate safety checks to ensure that only suitable staff were employed to support people in their own home. Staff said they felt supported to undertake their roles. Staff received a comprehensive induction and ongoing training, tailored to the needs of the people they supported.

Staff managed the medicines in a safe way and were trained in the safe administration of medicines. People were prompted by staff to take their medicines, but where staff gave people their medicine this was done in a safe way.

Where people did not have the capacity to understand or consent to a decision the provider had followed the requirements of the Mental Capacity Act (2005). An appropriate assessment of people’s capacity to understand and make decisions for themselves had been completed.

People were supported to have enough to eat and drink. They received support from staff where a need had been identified. People’s dietary support needs were understood and met by the staff.

People were supported to maintain good health. When people’s health deteriorated staff made sure they contacted the appropriate professionals so people received effective treatment.

Staff were kind and caring and treated people with dignity and respect. The staff knew the people they cared for as individuals, and had a good rapport with relatives.

People received the care and support as detailed in their care plans. Care plans were based around the individual preferences of people as well as their medical, psychological and emotional needs. The provider was reviewing the care plan format to ensure important information about people was clearly documented, rather than relying on staff’s memory.

People knew how to make a complaint. When complaints had been received these had been dealt with quickly and to the satisfaction of the person who made the complaint. Staff knew how to respond to a complaint should one be received.

The provider had effective systems in place to monitor the quality of care and support that people received. The registered manager had ensured that accurate records relating to the care and treatment of people and the overall management of the service were maintained.

Records for checks on health and safety, and medicines audits were all up to date. Accident and incident records were kept, and were analysed and used to improve the care provided to people.

The registered manager visited people in their homes, or telephoned them to give people and staff an opportunity to talk to them, and to ensure a good standard of care was being provided to people. People received a good standard of care and support by a caring and well led service.