Background to this inspection
Updated
21 March 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 7 February 2017 and was announced. The inspection team consisted of one inspector and 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.
This inspection used the standard CQC assessment and ratings framework for community adult social care services, but included testing some new and improved methods for inspecting adult social care community services. The new and improved methods are designed to involve people more in the inspection, and to better reflect their experiences of the service.
Before the inspection, we reviewed all the information we held about the service. This included any statutory notifications that had been sent to us and information from the local authority. A notification is information about important events, which the provider is required to tell us about by law
We used a range of different methods to help us understand people’s experience.
We visited one person in their home and spoke with two care staff. We spoke over the telephone with seven people who used the service and four family members. We visited the provider’s office and spoke with five care staff, the registered manager and the care quality supervisor. We checked a selection of records held at the office, including care records for seven people who used the service, recruitment and training records for four staff, policies and procedures and other records relating to the management of the service.
Updated
21 March 2017
The inspection took place on 7 February 2017 and was announced. The provider was given 48 hour notice because the location provides a domiciliary care service; we needed to be sure that someone would be in the office.
Allied Healthcare Bristol and South Gloucestershire is a domiciliary agency which provides personal care to people who live their own homes .There were 72 people receiving personal care at the time of our inspection
This was the first inspection of the service since it was registered with us.
There was registered manager in place. 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.
People told us they felt safe using the service. They said staff made them feel safe and treated them well. Staff had attended training in safeguarding people and knew how to report any concerns. They had access to information and guidance to remind them of their responsibilities should they have any safeguarding concerns. Staff knew about the different types of abuse and how to recognise abuse. Staff were confident about dealing with an emergency situation should one occur. People, family members and staff were provided with information about who they could contact for advice, guidance or support at any time of the day or night.
People told us that the staff were “brilliant” and “excellent” and that the staff respected and maintained their privacy, dignity and independence. People told us they enjoyed the company of staff because they cheered up their day and shared laughter and banter with them.
People told us that there were enough staff to meet their care and support needs. However, most people and their relatives gave us mixed responses about staff punctuality and attendance. People were happy that the regular staff who knew them well visited them.
People’s wishes and preferences were reflected in the care plans and daily records were maintained to show people received the right care and support. Daily records were also used as a way of communicating important information to relevant others about people’s needs.
People who used the service, family members and staff told us they thought the service was well managed. Staff felt supported by the management team.
The registered provider had a policy and procedure relating to medicine management. Staff who administered medicines completed the relevant training and had their competency checked regularly to ensure they were managing people’s medicines safely.
Staff received the training and support they needed. Recently employed staff completed an induction programme and all staff received on-going training relevant to their job specifications, responsibilities and the needs of the people the supported. Staff had one to one and team meetings. These offered them an opportunity to discuss their work and training and development needs. Staff felt well supported in their roles and had no concerns about approaching the registered manager or any other member of the management team should they need advice or support.
An assessment of people’s needs was carried out and care plans were developed. Care plans detailed people’s preferences with regards to how they wished their care and support to be provided. Care plans were regularly reviewed with the involvement of the person and other important people to them such as family members.
The registered manager understood what their responsibilities were for ensuring decisions were made in people’s best interests. Staff were aware of the need to obtain people’s consent prior to providing people with care and support.
People told us they were confident that any concerns they had would be listened to, taken seriously and acted upon.
Systems were in place to monitor the safety and quality of the service and to gather the views and experiences of people and their family members. The service was flexible and responded to any issues or concerns raised.