Quality HomeCare Northwest

Updated 8 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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 on 5 February 2019. The provider was given 48 hours notice of the inspection. This was because it was a small service and we wanted to ensure the people we needed to speak with were available.

The inspection was conducted by an adult social care inspector. Before the inspection we checked information we held about both the service and the service provider. We looked at any statutory notifications received and reviewed any other information we held prior to visiting. A statutory notification is information about significant events which the service is required to send us by law. We also invited the local authority commissioners to provide us with any information they held about the service. We used all this information to plan how the inspection should be conducted. Due to technical difficulties, the service did not receive a Provider Information Return (PIR) request from CQC prior to the inspection. This is the 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.

During the inspection we spoke with the manager, the care manager, a member of care staff, two people who used the service and two relatives. Although we were unable to observe the delivery of care people received, we asked them about their experiences over the telephone.

We looked at care records belonging to four of the people using the service, four staff recruitment files, a sample of medication administration records, policies and procedures and other documents relevant to the management of the service.

Updated 8 March 2019

Quality Homecare Northwest is a home care provider which offers domiciliary care services and personal support. The service provides care and support for people of all ages within their own homes. Support provided includes assistance with personal care, medication, nutrition and hydration and accessing the community. At the time of our inspection the service was supporting nine people. Not everyone using Quality HomeCare received the regulated activity personal care. CQC only inspects the service being received by people provided with ‘personal care’ which would include help with tasks related to personal hygiene, eating and administration of medication.

The service registered as a new provider in February 2018. Newly registered services are inspected within 12 months of registration and so this was the service’s first inspection. The service had a manager in post who had applied to the Care Quality Commission (CQC) to become registered. A registered manager is a person who has registered with 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 2008 and associated regulations about how the service is run. At this inspection we rated the service as ‘Good.’

Our findings showed care and support was provided to people in their own homes on a flexible basis and based on individual need. The amount of support varied from half hour calls to overnight stays where required.

We received positive views from people about the support provided to them or their family member. People told us they received a consistent and reliable service that met their needs. People told us staff were caring and compassionate and treated them like a member of their own family.

People told us they felt safe in the way staff supported them. People were kept safe by the use of appropriate risk assessments and provision of care by staff who were familiar with their needs.

Staff’s suitability to work with vulnerable adults at the service had been checked prior to employment. For instance, previous employer references had been sought and a criminal conviction check undertaken.

Staff had received training which equipped them with the knowledge and skills to ensure people received adequate care. Some staff had received more specific training to meet the needs of people living with specific health conditions, for example, training in dementia awareness. People told us they felt staff had the skills, knowledge and competency to carry out their role.

Medication was managed safely and was administered by staff who were trained and competent to do so. People who wished to self-medicate were supported by staff to do so safely, this helped to promote people’s independence.

Care records contained information to identify people’s requirements and preferences in relation to their care. People told us they had been fully involved with their plan of care and that their choices and preferences around their care and support were respected.

People were supported by staff to attend health care appointments, for example, GP and hospital appointments. This helped to maintain people’s health and well-being.

Although all of the people using the service were able to consent to their care and treatment, staff we spoke with understood the principles of the Mental Capacity Act 2005 (MCA). The MCA is legislation which protects the rights of people to make their own decisions.

Quality assurance processes were in place to seek the views of people using the service. People’s opinions had been sought by the use of questionnaires and feedback received was positive. This helped to both assure quality and drive improvement.

The manager was a positive role model. The management team placed emphasis on the importance of not only supporting people but their family members. They were described as being supportive and approachable and always putting the needs of people first. They showed a continued desire to improve on the service and maintain the deliverance of high quality care.