Carefound Home Care (Harrogate)

Updated 8 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 checked 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 on 14 and 30 August 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 location office to meet us.

The inspection team consisted of one adult social care 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 service. The expert-by-experience who assisted with this inspection had knowledge and experience relating to older people. They supported this inspection by carrying out telephone interviews to seek the views and experiences of people using the service.

Before our inspection, we looked at information we held about the service. 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. We also reviewed the information we held about the service, such as notifications we had received from the registered manager. A notification is information about important events which the service is required to send us by law. We planned the inspection using this information.

During the inspection we spoke on the telephone with five people who use the service and four relatives. With their consent, we visited four people within their own homes. We spoke to nine members of staff which included four care workers, a senior care worker, a care co-ordinator and the staff co-ordinator. We spoke with the registered manager and the director of the service who is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. The registered manager was unavailable during the first day of our inspection, but was present on the second day.

We looked at a range of documents and records held on the office computer or on paper, related to people’s care and the management of the service. We looked at six care plans, three staff recruitment and training records, quality assurance audits, minutes of meetings and policies and procedures. We also looked at findings from questionnaires that the provider had sent to people. Following the inspection we spoke with three health care professionals to gather their feedback about the service.

Updated 8 November 2017

This inspection took place on 14 and 30 August 2017 and was announced.

At our last inspection in June 2015 the service was meeting the Regulations and was rated outstanding overall. At this inspection the service remained outstanding.

Carefound Home Care (Harrogate) is a domiciliary care service that provides support to people in their own homes. At the time of our inspection there were 40 people receiving a service. The service also provided 24 hour, live in, care to six people who lived in the local community. People who used the service were mainly older people, people living with dementia, Parkinson’s and other neurological conditions.

We observed very positive and compassionate relationships between people and care workers. People and their relatives were involved in the planning and reviewing of their care and were without exception, extremely complimentary about the care received. People told us they were treated with dignity and respect and as individuals by care workers who were kind and caring. The service promoted people’s independence and provided skilled and sensitive care, including end of life care.

The care people received was extremely person centred and was regularly reviewed. It took into account people’s life experiences and their physical and emotional needs. The provider and staff team understood the impact of social isolation and demonstrated how they reduced this by involving people in the local community.

People told us the service was well-led and all the care workers we spoke with were clear about the service’s vision which put people at the centre of their support. Staff were highly motivated and contributed to the development of the service. The registered manager showed us how they had achieved outstanding practice, development and continual improvements of the service.

The provider had investigated any complaints thoroughly and actioned any learning from feedback they received. Robust processes were in place to record and analyse incidents to reduce the likelihood of them reoccurring and ensured the staff continued to learn from them and maintain a high quality standard of care.

People received exceptionally effective care. The provider and their staff worked in partnership with other organisations to ensure people’s needs were met and followed current best practice to provide a high quality service.

People we spoke with told us they felt safe using the service. Care workers were knowledgeable of the types and signs of abuse and felt confident reporting any concerns to the management team to ensure people were protected. Risk assessments were in place to reduce the risk of harm.

There were robust and safe recruitment processes to prevent unsuitable staff working with vulnerable people. Care workers received regular supervision and received training to enable them to fulfil their role. People received support from a consistent team of staff and there were sufficient staff to meet people's needs.

Medicines were managed safely and care workers had received training based on current best practice guidelines.

People told us care workers were well trained and went the extra mile to meet their needs. We saw the service had a comprehensive induction programme.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People were supported to eat and drink to promote their wellbeing and care workers supported their healthcare needs where needed. Health professionals were contacted appropriately and promptly to ensure any changes to people’s needs were addressed.

Further information is in the detailed findings below.