Background to this inspection
Updated
7 June 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 was an announced inspection. The provider was given 48 hours' notice of the inspection visit because the the location provides a domiciliary care service and we needed to know that someone would be available.
The Inspection site visit activity started on 22nd February 2018 and ended on 26th February 2018. It included visiting people in their own homes at the Clacton extra care service as the main offices were located at that site and telephone calls to people, staff and relatives. We visited the office location on 22nd February 2018 to see the manager and office staff; and to review care records and policies and procedures.
The inspection was completed by one inspector, who completed the site visit on the first day of inspection. Phone calls to people and relatives, were made on the second day of inspection by 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.
Prior to our inspection we reviewed the information we held about the service, including previous inspection reports. We contacted the local authority to obtain their views about the care provided. We considered the information which had been shared with us by the local authority and other people. We also looked at notifications which had been submitted to us. A notification is information about important events which the provider is required to tell us about by law
A Provider Information Return (PIR) was requested prior to the inspection. This is a form that asks the provider to give some key information in relation to the service, what the service does well and what improvements need to be made. We gave the registered provider the opportunity to provide us with some key information about the service, such as what the service does well and any improvements they plan to make. We used all of this information to plan how the inspection should be conducted.
We met with five people and one relative to gain their views about the service. We were able to observe people in the communal dining room area at one of the extra care facilities and observe staff interaction. We also met and spoke with three care staff, the office administrator, the compliance coordinator and the registered manager. Additional phone calls were made to 11 people across all the services, one relative, a further two staff and two healthcare professionals.
During the inspection we looked at a variety of records. These included care records relating to five people, five staff recruitment and training records. We also viewed other documentation which was relevant to the management of the service.
Updated
7 June 2018
Manorcourt Homecare is a domiciliary care agency. It provides personal care to people living in two independent living, extra care schemes and for people in their own houses and flats in the community. It provides a service predominantly to older people. People using the service lived in 20 of 30 flats in the Clacton extra care scheme and 9 of 18 flats in the Colchester extra care scheme. 27 people also received a service in their own residential houses and ordinary flats across Clacton on Sea, Colchester and the surrounding areas.
This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
Not everyone using Manorcourt Homecare receives personal care; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where people received personal care we also took into account any wider social care provided. At the time of the inspection the registered provider was providing support to a total of 56 people across the independent living, extra care schemes and those people living in their own residential homes and flats.
A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run.
At the last inspection in July 2015, the service was rated 'Good'. At this inspection we found the service had maintained a rating of ‘Good’'.
People who used the service and their relatives told us they felt safe. They told us staff were reliable, caring, respectful in their approach and knew them well.
Robust recruitment procedures were in place. Staff had received training in safeguarding adults and were aware of the correct action to take if they witnessed or suspected any abuse.
The registered provider evidenced and promoted person centred care and support for people. Care records were very detailed and person centred and contained information about people's health and social care needs.
Risk assessments and care plans provided staff with sufficient detail to guide them on how best to support people. They contained information about people's preferences and routines and guided staff on how to promote people's independence. A system was in place to ensure care plans were regularly reviewed and updated.
People were supported to access the community, healthcare appointments and places of interest to them.
Arrangements were in place to help ensure the prevention and control of infection and staff were provided with appropriate personal protective equipment such as gloves and aprons.
Staff received training in administration of medicines and systems in place ensured people received their medicines safely.
The provider was working within the principles of the Mental Capacity Act 2005 (MCA). Staff were able to tell us how they supported people to make their own decisions. The manager in the service was aware of the process to follow should a person lack the capacity to consent to their care.
Staff received an induction and were provided with a wide range of training that would help them carry out their roles effectively. Staff had regular supervisions and team meetings and told us they felt very well supported by the organisation and managers from the service. Staff told us they enjoyed the work they did and enjoyed working for the service.
People were supported with their nutritional needs.
The service had robust quality assurance systems and these were used to help improve the quality of the service provided. There was a complaints procedure for people to voice their concerns. Where complaints had been made, these had been managed appropriately.
People who used the service and their relatives had been asked to feedback on staff and the service they received. The registered manager, other supervisors and staff we spoke with demonstrated a commitment to providing high quality care.