The Hub

Updated 29 September 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 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 between the 28 and 29 August 2018 and was announced. The announced inspection was undertaken by one inspector. We gave the service 48 hours’ notice of the inspection visit because it is small and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Before the inspection the provider did not complete or submit a Provider Information Return (PIR). This was because we did not ask them to do this. A PIR is information we require providers to send us at least annually. This provides us with information about the service, what the service does well and improvements they plan to make. We looked at other information we held about the service. This included information from notifications the provider sent to us. A notification is information about important events which the provider is required to send to us such as incidents or allegations of harm.

Prior to our inspection we contacted the local safeguarding authority to ask them about their views of the service. This organisation's views helped us to plan our inspection.

On the 28 August 2018 we visited the provider's office and we spoke with Chief Executive, the registered manager, the office administrator and three care staff. We also spoke with a relative. On 29 August 2018 we spoke with a further relative by telephone.

We looked at care documentation for three people using the service and their medicines' administration records. We also looked at two staff files, staff training and supervision planning records and other records relating to the management of the service. These included records associated with audit and quality assurance, accidents and incidents, compliments and complaints.

Updated 29 September 2018

The Hub is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It is registered to provide a service to younger people, people living with autism and a learning disability, sensory impairments and older people. Not everyone using The Hub received a regulated activity; the Care Quality Commission (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.

This inspection was carried out between 28 and 29 August 2018 and was an announced inspection. This is the first inspection of this service under its current registration. At the time of our inspection there were three people using the service.

The service had a registered 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.

People received a safe service. Staff knew how to keep people safe and they were knowledgeable of safeguarding procedures. The registered manager’s response to accidents and incidents helped reduce the potential for any recurrence. The staff recruitment process helped ensure that the necessary checks were completed before new staff commenced their employment. Enough staff were in post and they had the skills they needed to support people safely. Risks to people were identified and managed well. People's medicines were administered and managed safely.

People received an effective service that took account of their care and support needs. Staff had the necessary training and skills to promote people’s independence. 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.

The registered manager used information from regular spot checks of staff’s performance to help staff to maintain and improve their skills. Staff enabled people to access community, or other primary, health care services. People were supported to eat and drink sufficient quantities of food and drinks.

People received a caring service that was provided with compassion. Staff ensured people’s privacy and dignity was promoted. Staff respected people’s rights to be cared for in an unhurried and considerate manner. People who needed advocacy had this in place and this helped ensure people’s views were considered and acted upon.

People received a responsive service that helped them to have their needs met in a person-centred way. Suggestions and concerns were acted upon before they became a complaint. Technology was used to help people to receive care that was timely. Policies and procedures were in place should any person need end of life care as well as support for relatives and staff members if this was needed.

People received a well-led service which they were involved in developing. Their views were listened to, considered and acted upon. Staff meetings and communication systems including a newsletter helped staff to receive updates about the service and people who used it. Staff were provided with regular updates to their training with opportunities to develop their skills. The registered manager had fostered a staff team culture which promoted openness and integrity. Staff were supported in their role, as well as having their views listened to. Quality assurance, audit and governance systems were effective in driving improvements.

Further information is in the detailed findings below.