14 August 2017
During a routine inspection
This was the first comprehensive inspection of the service since it was registered. Ark Home Healthcare is an established service which had previously been registered at a different location.
Ark Home Healthcare North Tyneside is a domiciliary care agency providing care and support to people in their own homes. The agency provides 24 hour personal care and support to some people with complex support needs. It is registered to deliver personal care. At the time of inspection 165 people were being supported.
A registered manager was in place. 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.
People told us they felt safe. They were protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. There were sufficient staff employed to provide consistent and safe care to people. Risk assessments were in place that accurately identified current risks to the person. Appropriate vetting procedures were carried out for all staff before they began working with people. However, we have made a recommendation that the provider promote equal opportunities and follows best practice with regard to recruitment.
Communication was effective to ensure any changes in people’s care and support needs were met. People's health needs were identified and staff worked with other professionals to ensure these were addressed. Staff were aware of people's nutritional needs and made sure they were supported with eating and drinking where necessary. People received their medicines in a safe way.
Staff had received training and had a good understanding of the Mental Capacity Act 2005 and Best Interest decision making, when people were unable to make decisions themselves. There were other opportunities for staff to receive training to meet people's care 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.
People and their relatives spoke positively about the care provided. They praised the kind and caring approach of staff. Staff were respectful and people's privacy and dignity were maintained. Records were up to date and contained some guidance for staff about people's needs. However, they required more detail to reflect the care provided by staff.
Staff and people told us the registered manager and management team were supportive and approachable. A complaints procedure was available and people said they knew how to complain, although most people said they had not needed to. Where a complaint had been received it had been satisfactorily resolved.
People had the opportunity to give their views about the service. There was consultation with people and family members and their views were used to improve the service. The provider undertook a range of audits to check on the quality of care provided.