Background to this inspection
Updated
30 August 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
Consisted of one inspector with a second inspector to complete phone calls to relatives.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes and supported living services.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. There were service managers and deputy service managers who oversaw the day to day running of the supported living services where most people lived.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local health and social care authorities. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During inspection: Inspection activity started on 08 July 2019 when we visited the office premises and ended 12 July 2019 when we provided written feedback to the registered manager. Between these dates, we completed visits to meet people in their own homes and to interview staff, and we spoke with people's relatives on the telephone. We spoke with the registered manager, two service managers, and two members of care staff. We reviewed four people’s care records, four sets of daily notes and any monitoring paperwork in place during the home visits. We reviewed four people’s medicine records including topical medicine records where applicable. We looked at staff files in relation to recruitment and staff supervision. We reviewed a variety of records relating to the management of the service, including policies and procedures.
We observed care and support provided to people in communal areas, spoke with four people using the service and four people’s relatives by telephone.
Updated
30 August 2019
About the service
Mencap - Norwich Domiciliary Care Agency provides services to people living in their own homes. At the time of the inspection, 19 people were receiving a regulated activity of ‘personal care.’
The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.
People’s experience of using this service and what we found
People received person-centred, specialist care and support including at the end of their lives. Staff worked closely with healthcare professionals to ensure people’s pain levels were well managed, and they received dignified care. Staff demonstrated skills and receipt of specialist training in relation to the support provided to people with complex epilepsy.
Staff showed kindness and compassion and placed value on their caring role and involvement in people’s lives. People were offered a choice of meals and staff closely monitored people assessed to be at risk of poor food and fluid intake.
The service worked in partnership with people and their families and encouraged feedback on the care provided. Staff told us they enjoyed working for the service and spoke highly of the support and encouragement provided by the registered manager.
People had their care and support needs met by sufficient numbers of suitably trained staff. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; policies and systems in the service supported this practice.
The service had good governance arrangements in place and completed internal quality checks and audits. Findings from these were regularly reviewed by the registered manager and provider.
The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.
The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.
Rating at last inspection The last rating for this service was Good, (report published 09 February 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk