We inspected this service on 24 and 27 June 2016. The inspection was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the locations office to see us. Age UK Maidstone, provides two personal care services; a bathing service and a foot care service. The bathing service is provided for people in their own homes. The foot care service is provided for people in their own home or in a clinic, one of which is at the agency office in Maidstone town centre. Age UK Maidstone is a charity that provides a range of services for older people in the Maidstone area. At the time of our inspection approximately 80 people were using the bathing service and approximately 340 people were using the foot care service.
The service did not have a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission 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. The previous registered manager had left in January 2016. A manager had been appointed and was in post, however they had not applied to become the registered manager.
People’s needs and wishes were assessed and planned with them in relation to which service they received. Regular reviews of people’s requirements relating to the foot care service had been completed. However regular reviews of people’s care and support needs who used the bathing service had not been completed. We have made a recommendation about this.
People felt safe with the staff that supported them. Processes were in place to protect people from the risk of abuse. Staff knew their responsibilities in safeguarding vulnerable people from abuse. Information was available to inform staff to whom and where to report any concerns they had. Staff were confident that any concerns they raised would be taken seriously by the provider.
Risks to people using the service had been identified and managed. Potential risks to staff when visiting people’s homes had been assessed and control measures put in place. People’s safety when lone working in people’s houses had been recorded with a policy and procedure in place for staff to follow. People who worked within the registered office followed assessments to minimise potential risks to them. However, the fire risk assessment for the building was overdue for review. We have made a recommendation about this.
Staff received the training and support they required to fulfil their role. Their personal development needs were identified and supported within an annual appraisal system. Recruitment procedures had not followed the information required under schedule 3 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We have made a recommendation about this.
People were complimentary about the staff saying they were kind and caring. People’s privacy was respected and maintained by staff who understood the importance of maintaining people’s dignity. Staff understood their responsibilities in maintaining and upholding confidentiality. Records were stored securely and only available to those who were able to access them.
Information was available to people regarding how to make a complaint about the service they received. People knew what to do if they were unhappy and knew who to contact at the registered office. People’s views regarding the service they received were not actively sought or acted upon to improve or make changes. We have made a recommendation about this.