Essex Cares North

Updated 5 January 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 inspection took place on the 26, 27 and 30 October 2017. 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 inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for somebody who uses this type of care service. We used the information sent to us in the Provider information return (PIR). This is information that we require providers to send to use at least once annually to give some key information about the service, what the service does well and the improvements they plan to make.

We spoke with the registered manager, nominated individual, operational and quality assurance manager. We also spoke with four members of staff, a physiotherapist, and occupation al therapist employed by the service. We spoke with four relatives and two people who used the service.

We looked at four people’s care records and four staff records. We inspected information relating to the management of the service such as health and safety records, personnel and recruitment records, quality monitoring audits and complaints. Healthcare professionals were approached for comments about the service and any feedback received has been included in the report.

Updated 5 January 2018

Essex Cares North is a domiciliary care agency and provides short, six week care to people in their own home. At the time of the inspection 23 people were using the service. It provides a service to older adults, people with dementia or mental health issues, people with a physical disability, people with a sensory impairment and younger adults. This service provides personal care, help with daily living activities and other practical tasks, usually for up to six weeks.

At the last inspection on the 7 and 12 of October 2016 we asked the provider to make improvements because the service did not always assess and record risks correctly and did not always identify errors or omissions in medicines promptly. We also found that care plans were task focussed and lacked detail.

During this inspection, we found that the provider had improved the running of the service. There were elements of the service that were outstanding. We found that the service was “Outstanding” in the Well-led domain this was because the provider had plans in place to ensure that they continuously learnt and improved. The service provided a service based on core values that were visible at all levels of staffing. This meant that they had created a firm foundation to work towards providing an outstanding services in all areas.

People were receiving care from staff that had an excellent understanding of individual risks and needs. Staff had been thoroughly vetted and were employed because of their personal values as well as their skills. Staff were supported to develop their skills and knowledge and their understanding of safeguarding vulnerable people was excellent.

Systems were in place so people could take their prescribed medicines safely and people told us they were satisfied with the service being offered to them but some people told us that sometimes their visit times could vary. There were sufficient staff to meet people’s needs and to manage risk.

The registered manager had good links with other health professionals within hospital and social care settings, working together to source the best care options for people referred to the service. Staff had access to a physiotherapist and occupational therapist who were on hand to offer advice and support regarding people's changing physical needs and equipment needs.

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 knew people well and had time to develop positive relationships with them. People were supported to consume food and drink of their choice and staff worked well with people and health care professionals, to ensure people maximised their health and wellbeing. People received support that was personalised and staff responded flexibly to changes in their lives.

Guidance was in place to enable staff to provide a consistent level of support. We have made a recommendation about end of life care. People and their relatives told us they were aware of how to make a complaint and felt they were listened to by the registered manager.

People told us that staff were kind and compassionate and spoke highly of them. Staff promoted person centred care at all levels of seniority to ensure the best outcomes for people. People told us that they were treated in a respectful and dignified way at all times.