Archived: Carewatch (Redbridge)

Updated 6 May 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 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 30 January and 6 February 2017 and was announced. The provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. One inspector carried out this inspection.

Before the inspection, we checked the information that we held about the service and the service provider. This included notifications the provider had sent us. We contacted the local authority to seek their views about the service. We usually ask the provider to complete a Provider Information Return (PIR) before we visit. 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. Due to technical reasons a PIR was not available and we took this into account when we inspected the service and made the judgements in this report. We contacted the local authority to seek their views about the service.

During the inspection, we spoke with the regional operations director, the registered manager, a trainer and five care staff. We reviewed ten care records, five staff records and records relating to the management of the service, including medicines, financial records for people using the service, staff training and supervisions, complaints and quality assurance. After the inspection we spoke with seven people who used the service and five relatives.

Updated 6 May 2017

Carewatch (Redbridge) provides personal care for people in their own homes some of whom may be living with dementia. At the time of this inspection, 134 people were using the service. This was the first inspection of the service at the current address.

There was a registered manager at the service. 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 service had safeguarding and whistleblowing policies in place and staff knew what action to take if they suspected someone was being abused. Safe recruitment checks were carried out. People had robust risk assessments carried out to ensure safe care was provided and potential risks were minimised. There were systems in place to ensure people were supported to manage their medicines safely.

Staff were supported with regular training opportunities, supervisions and appraisals. The registered manager and staff were knowledgeable about their responsibilities around the Mental Capacity Act (2005) and when they needed to obtain consent from people. Staff supported people with meal preparation and were aware of people’s nutritional requirements.

Staff were aware of people’s needs and how to develop positive relationships. People and relatives thought staff were caring. Staff demonstrated their awareness of how to provide dignified care, respect people’s privacy and encourage independence.

Care plans were personalised and staff demonstrated awareness of providing personalised care. Complaints were dealt with appropriately and in accordance with the provider’s policy.

Staff had regular staff meetings to receive updates on the service. The provider had systems to check the quality of the service provided. People and their relatives were asked for their views about the service. Some people and relatives told us communication from office staff could be improved. We have made a recommendation about customer service.