Archived: Dales and Hope Valley DCC Home Care Service

Updated 21 June 2016

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.

The inspection took place on the 5 and 6 April 2016 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 team consisted of two inspectors and an expert by experience. An expert by experience is a person who has personal experience of using, or caring for someone who uses this type of care service.

We reviewed information we held about the service, which included a review of the previous report for this service and a review of notifications they had sent us. A notification is information about important events which the provider is required to send us by law.

We spoke with nineteen people who used the service, three relatives, seven care staff, three domiciliary managers and the registered manager. We visited three people and a relative. We looked at care plans for thirteen people who used the service and reviewed the provider’s recruitment processes. We looked at the training information for all the staff employed by the service, and information on how the service was managed. We also spoke with a health professional.

Updated 21 June 2016

This inspection was carried out between the 5 and 6 April 2016. The inspection was announced, and we gave the provider 48 hours’ notice to ensure there was a manager available to assist with the inspection process.

Dales and Hope Valley DCC Home Care provides personal care for adults in their own homes. This includes people living with dementia, people with physical disabilities and people with learning disabilities. Dales and Hope Valley DCC Home Care also provides a re-ablement service for people. Re-ablement services provide short term support for people after hospital discharge.

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.

People felt safe and secure using the service. There were systems and procedures in place which were followed to ensure appropriate pre-employment checks were made on staff prior to them working with the people who used the service. Staff understood how to protect people from potential harm and how to report any concerns.

New staff completed a period of shadowing and induction training prior to them supporting people with their care needs. The provider ensured staff received training relevant to their roles and responsibilities.

Staff treated people with dignity and respect. People felt the staff understood their individual needs. The management team ensured people were involved in their own care and decision making. Staff understood the key principles of the Mental Capacity Act (2005).

Care plans contained information to assist staff in providing personalised care. People were given information on what to do if they had any concerns or complaints. Staff felt confident if they had any concerns or complaints the registered manager and management team would take them seriously and endeavour to resolve them.

People had their individual care plans reviewed to ensure they received the care and service they required. People were listened to and felt their individual needs were understood by the staff. Staff reported any changes to people’s health conditions to ensure continuity of care.

The registered manager and the management team strived to provide people with the support of staff at the time when they needed it. People were provided with a staff rota in advance, so they knew who to expect for their care visits. People understood there were times when staff may be late due to unforeseen circumstances, but felt confident that they would be contacted and alternative arrangements made.

People’s independence was promoted and encouraged by staff who understood individual needs. Staff were aware of people’s needs and wishes and supported them in a personalised manner. When needed, staff assisted and supported people with their nutritional needs and meal preparation.

The provider had processes in place to monitor the quality of the service people received. There were clear arrangements for the day to day running of the service. The service was managed by a team who understood their roles and responsibilities in providing a good service to people.