Burnley Pendle and Rossendale Domiciliary Services

Updated 6 June 2018

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 30 April and 1 May 2018 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 in the office. The inspection was undertaken by one adult care inspector.

Before the inspection, the provider completed a detailed Provider Information Return (PIR). 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.

In preparation for our visit, we looked at previous inspection reports, notifications (events which happened in the service that the provider is required to tell us about) and information that had been sent to us by other agencies, including the local authority’s contract monitoring team.

In addition, we sent satisfaction questionnaires to two people using the service and two relatives; we received two completed questionnaires from people and none from relatives. We also sent eight questionnaires to staff and three were returned. We looked at the responses and took these into account when considering the evidence for the report.

During the inspection, we spoke with five people using the service, three members of staff, the administrator, a team manager and the registered manager at the office. We also visited two people living in their own home and spoke with six relatives over telephone.

We reviewed a range of records about people’s care and the way the service was managed. These included the care records for six people, medicine administration records, staff training records, three staff recruitment files, staff supervision and appraisal records, minutes from meetings, quality assurance audits, incident and accident reports, complaints and compliments records and records relating to the management of the service. We also looked at the results from the most recent satisfaction surveys completed by staff and people using the service.

Updated 6 June 2018

We carried out an announced inspection of Burnley Pendle and Rossendale Domiciliary Service on 30 April and 1 May 2018.

This service provides care and support to people living in a number of ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support. At the time of the inspection, a total of 24 people were receiving care and support from the service.

At the last inspection, in March 2016 the service was rated as ‘Good’. At this inspection, we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Appropriate recruitment procedures were followed to ensure prospective staff were suitable to work in the home. People received their medicines when they needed them from staff who had been trained and had their competency checked. Risk assessments were carried out to enable people to retain their independence and receive care with minimum risk to themselves or others. People were kept safe from abuse and harm and staff knew how to report any suspicions around abuse. Staff understood best practice for reducing the risk of infection.

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 supported this practice. Staff received effective training to meet people's needs. An induction and training programme was in place for all staff. A detailed assessment was carried out to assess people’s needs and preferences prior to them receiving a service. This meant that care outcomes were planned and staff understood what support each person required. People were supported with their healthcare and nutritional needs as appropriate.

Staff treated people with kindness and compassion in their day-to-day support. Staff knew people's needs well and people told us they valued and liked their support staff. People and their relatives were consulted as part of the person centred planning process and their views were acted upon. People's dignity and privacy was respected and upheld and staff encouraged people to be as independent as possible.

Care and support was planned and personalised to each person, which ensured they were able to make choices about their daily lives. The registered manager assured us people will be involved wherever possible in future reviews of their support plan. People were supported to plan and participate in activities that were personalised and meaningful to them. We noted people participated in a wide range of activities and had an activity planner to help them structure their time. People had access to a complaints procedure and were confident any concerns would be taken seriously and acted upon. Where people received end of life care this was planned and provided sensitively.

Systems were in place to monitor the quality of the service, which included seeking and responding to feedback from people and their relatives in relation to the standard of care and support.