Background to this inspection
Updated
3 January 2020
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 an inspector and 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
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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 48 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 12 November 2019 and ended on 18 November 2019. We visited the office location on 14 and 18 November 2019.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and two relatives about their experience of the care provided. We also visited two people at their homes to discuss their care. We spoke with eight staff including the registered provider, registered manager, care workers, the trainer and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
3 January 2020
About the service
Delta Care Limited Cheshire East is a domiciliary care agency providing personal care in people's own homes. At the time of the inspection the service was providing care and support to 21 people.
People's experience of using this service and what we found
People were protected from abuse and avoidable harm. However, risk assessments did not always reflect the support being provided to keep people safe. Whilst we found people were supported to take their medicines as prescribed, records relating to medication had not always been updated to reflect changes. Further guidance needed to be included in records relating to “as required” medicines. The registered manager took immediate action to address these issues.
We have made a recommendation about notifications being submitted to The Care Quality Commission as legally required.
There were enough staff to safely meet people’s needs. The service continued to recruit new staff and safer recruitment procedures were followed. An electronic call monitoring system was in place and the registered manager had recently reviewed rosters to ensure call times were consistent. People told us they received their care as expected.
Staff were suitably trained and supported to carry out their roles. The registered manager had developed a plan to ensure staff supervisions were carried out as required by the provider. People were supported to access health services if needed. People's dietary needs were assessed and, where required, they were supported with their meals
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. However, where family representatives had signed consent forms, records needed to be clearer about the basis on which they had signed.
People were positive about the care and support they received, and the service had received several compliments. Privacy and dignity was respected and people were supported to be as independent as possible.
Care and support was individualised, and people’s choices and preferences were taken into account. There was a complaint procedure in place and the manager responded appropriately to any concerns, to help improve the quality of the care as necessary.
Staff were aware of their roles and responsibilities and felt well supported. There was a focus on continuous improvement and effective systems were in place to monitor the quality of the service. There had been a recent management restructure in response to improvements identified through the provider’s assurance processes. The provider sought people’s feedback to help develop the service.
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 15 November 2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration of the service.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.