Domiciliary Care Service

Updated 21 September 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 was 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 on 29 June 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the office.

The inspection was carried out by one inspector and an expert-by-experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert by experience contacted people who used the service and their relatives to determine their opinion of the service, and those comments form part of this report.

Before the inspection visit, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. As part of our planning we reviewed the information

in the PIR. We also reviewed other information we held about the service.

We spoke with seven people who were using the service and two people’s relatives. We spoke with the registered manager, the team leader, the reablement officer, an occupational therapist and four care staff. We also received feedback from health and social care professionals on the service provided.

We reviewed records which included four people’s care records to see how their care and treatment was planned and delivered. We reviewed staff employment records and other records which related to the management of the service such as quality assurance, staff training records and policies and procedures.

Updated 21 September 2017

The inspection took place on 29 June 2017 and was announced. The provider was given 48 hours’ notice because the location provides domiciliary care and we needed to be sure that someone would be at the office.

Leicester City Council’s Reablement Service is a domiciliary care service which provides short-term personal care and support to people in their own home following discharge from hospital or whilst residing within the community. At the time of our inspection 109 people were receiving personal care and support from the service.

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 rehabilitation of people was seen as a primary objective of the Leicester City Council Domiciliary Care Service. People received care and support that was exceptionally well planned and carried out to meet their individual requirements. This included collaboratively working with other professionals to meet people’s specific requirements. People’s care and support was reviewed with them to make sure that their goals and aspirations were being met and that they were satisfied with their support. People and their relatives knew how to make a complaint and there were opportunities for them to provide feedback. The provider responded to any complaints received and took action to make improvements where this was required.

People received care from staff that was compassionate kind and supportive. People’s independence was promoted and staff actively encouraged people to retain or regain their skills. Staff protected people’s privacy and dignity and involved them in decisions about their care. Staff built relationships with the people they supported based on information they had gained about things that mattered to them.

People felt safe with the support they received. Staff knew how to help people to remain safe and what action to take should they have concerns about a person being at risk of abuse or harm. Staff had assessed risks associated with people’s care and support. Staff had guidance and procedures to follow to make sure people received support in the event of an accident, injury or emergency. The provider had ensured communication with staff had been improved. Staff had been provided with individual hand held devices which allowed them to receive individual communications about the people they cared for, their training and ensured their safety when working alone. People received their medicines as prescribed and safe systems were in place to manage people’s medicines.

Recruitment procedures ensured suitable staff were employed to work with people who used the service. Staff told us they had received training that had helped them to understand and support people’s individual needs. Staff were aware of people’s eating and drinking requirements and took action where they were concerned about people’s health.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005. Staff were aware of people’s capacity to make decisions and people were asked for their consent before care and support was undertaken.

People, their relatives, healthcare professionals and staff all highly commended the service. There were open channels of communication and the registered manager was open, supportive and available. The registered manager was knowledgeable about their role and used healthcare information to drive improvements in the service. The provider had recruited a suitable number of staff to make sure that people received the care they required when they needed it.

Staff were aware of their responsibilities which included working to the provider’s aims and objectives. They received guidance, detailed feedback and praise about their work which recognised the high quality care they provided. The registered manager undertook their duties in line with their registration requirements with CQC. They had carried out or arranged for quality checks of the service. This continuously drove improvements and the efficiency of the service.