Background to this inspection
Updated
16 April 2021
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 was carried out by two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
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 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.
Inspection activity started on 22 February 2021 and ended on 19 March 2021. We visited the office location on 2 March 2021.
What we did before the inspection
We reviewed the information the CQC held about the service. We sought feedback from local commissioners and professionals. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with the registered manager and three care workers. We spoke with three people using the service or their relatives. We reviewed a range of records, including five people's care records and medicines records.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We reviewed the provider's policies and procedures.
Updated
16 April 2021
About the service
This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection they were supporting 11 people.
Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.
People’s experience of using this service
Improvements had been made since the last inspection. Risk assessments had been reviewed and updated, and staff had been safely recruited. There were quality assurance systems in place and regular spot checks of staff. However, we found that the registered manager had failed to advise us of a significant incident as required by the regulations.
People and their relatives told us they were satisfied with the service. They told us they usually had continuity of care from staff who understood their needs. Some concerns about timekeeping were raised, however people also told us that they felt comfortable raising concerns with the service and knew how to complain if they needed to. Comments included, “We really don’t have any issues” and “We are quite satisfied.”
They told us they or their relatives were being supported by staff who treated them with kindness and respect, and ensured their safety. Remarks included, “The care workers are really nice and respectful” and “We have some really nice carers.”
Care workers were particularly praised for the support they were providing to people with dementia and for their communication. A relative told us, “They talk to [person] and explain what they are doing… [care worker] took the time to listen and they are always chatting with [person]”.
Staff understood their responsibilities around safeguarding and how to protect the people they cared for. They understood whistleblowing and how to escalate any concerns they might have.
Staff told us they enjoyed their work and were supported by the management team.
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:
The last rating for this service was requires improvement (published 18 September 2019).
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
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.