Background to this inspection
Updated
6 December 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 comprehensive inspection took place on 2 and 6 November 2017. One inspector carried out the inspection. We gave the provider three days’ notice of the inspection as the service provides care and support to people living in their own homes and we needed to make sure the manager would be available to assist with the inspection. The service was previously registered at another address and this was the first inspection of the service following its move to a new location and registration in August 2016.
Before the inspection we reviewed the information we held about the provider and the location. We used information the provider sent us on 8 June 2017 in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
Inspection site visit activity started on 2 November 2017 and ended on 6 November 2017. It included speaking with the branch manager, field supervisor and three care assistants. We also reviewed the care records of four people using the service and staff recruitment and training records for three care assistants working in the service. Where we use the term 'care assistant' in this report we are referring to the staff employed by the provider to provide direct care to people in their own homes.
Following the site visit we spoke with seven people using the service or their representatives. We also contacted 15 care assistants and 10 health and social care professionals by email for their views on the service. We received comments from three care assistants and one healthcare professional. The branch manager also sent us further information about the care and support the service provided to people using the service.
Updated
6 December 2017
This comprehensive inspection took place on 2 and 6 November 2017. We gave the provider 3 days’ notice of the inspection as the service provides care and support to people living in their own homes and we needed to make sure the manager would be available to assist with the inspection. This was the first inspection of the service following its registration in August 2016.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to mainly older adults. At the time of this inspection there were 33 people receiving care and support from the service.
Not everyone using De Vere Care Hounslow receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
The service has a registered manager who managed three locations for the provider. They were not present during this inspection but the branch manager was available and provided the information we needed to make our judgements. The branch manager told us they had agreed with the provider that they would become the registered manager and we confirmed they had submitted a registration application to the Care Quality Commission. When we use the term 'manager' in this report we are referring to the branch manager.
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 provider had systems to safeguard people from abuse. Staff completed safeguarding training and knew how to report any concerns. They assessed possible risks to people using the service and developed action plans to mitigate any risks they identified.
There were sufficient staff employed to provide care and support and where people needed support from more than one care assistant, the provider arranged this. The provider carried out checks on new staff to make sure they were suitable to work with people using the service.
People using the service received the medicines as prescribed and safely.
Care assistants had access to personal protective equipment for the prevention and control of infection.
The provider and manager referred to guidance from the National Institute for Health and Care Excellence (NICE) and the Royal Pharmaceutical Society (RPS) to make sure they followed up to date guidance when delivering care to people.
Staff completed the training they needed to provide effective care and support to people using the service.
Where people needed support with their health care or nutritional needs, their care assistants provided this.
The provider worked within the principles of the Mental Capacity Act 2005 and made sure they obtained people’s consent to the care and support they received.
People using the service told us their care assistants treated them with kindness and respected and promoted their privacy, dignity and independence. The provider consulted people about the care and support they received and involved them in making decisions about these.
People using the service received care and support that was personalised and responsive to their needs.
The provider had systems to respond to complaints they received. People using the service told us they knew how to make a complaint but there had never been any need.
The provider and manager promoted a culture that was person centred open and inclusive. People using the service told us they felt the service was well managed.
People using the service and staff were involved in reviewing the care and support people received. Care assistants told us they were able to comment on the service and the manager listened to their views. The provider and manager carried out checks and audits to monitor quality in the service and make improvements.