Background to this inspection
Updated
2 February 2022
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
The inspection team consisted of one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because 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
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We also sought feedback from the local authority. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with the registered manager, the director and two care workers. We also spoke to one person who used the service and one relative. We reviewed a range of records. These included two people’s care records. We looked at two staff files in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We reviewed documentation provided.
Updated
2 February 2022
About the service
266 High Road is a domiciliary care service, providing personal care to people living in London.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. On the day of the site visit, two people were receiving the regulated activity of personal care.
People’s experience of using this service and what we found
People and a relative told us they felt the service was safe. Staff understood what action to take if they suspected somebody was being harmed or abused. Staff knew how to report accidents and incidents. People had risk assessments to keep them safe from the risks they may face. These were updated as needed and used to inform reviews of people’s care.
People were supported by enough staff who had been recruited safely. People were supported safely with medicines.
The provider ensured there was infection control guidance in place. Staff confirmed they were provided with enough personal protective equipment such as masks and gloves.
People’s healthcare-associated risks were identified and assessed. People’s needs were assessed before they received care from the service. People’s dietary needs were met effectively. People’s needs were met by staff who were well trained and received regular support and supervision. We found supervision recording was not always consistent. We have made a recommendation about recording formal supervision.
People and a relative told us staff were caring and were treated with respect and dignity. People and their relatives were involved in making decisions regarding their care. People were supported to remain as independent as possible.
Care records were up to date, and person centred. People’s cultural and religious needs were respected when planning and delivering care. Discussions with the registered manager and staff showed they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people and relatives knew how to make a complaint.
People, a relative, and staff told us the management of the service were supportive. Staff told us they felt well supported by the registered manager. The service had quality assurance processes in place. The service worked with other organisations to improve people’s experiences.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 29 October 2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration and when the service had begun to provide care to people.
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.