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
One inspector carried out this inspection.
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 provider was registered with the Care Quality Commission. This means that they 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 would be in the office to support the inspection.
Inspection activity started on 12 November and ended on 14 November 2019. We visited the office location on 12 November 2019. We carried out home visits to people and phone calls on 13 and 14 November 2019.
What we did before the inspection
We reviewed information we had received about the service since their registration with CQC. 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 sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and one relative. We spoke with six members of staff including the provider and care workers.
We reviewed a range of records. This included three 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We received feedback from four professionals.
Updated
3 January 2020
About the service
Sarah’s Carers Office is a domiciliary care agency. It provides personal care to people living in their own homes in the community. 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. At the time of this inspection, seven people were receiving personal care from the service. People who use the service live in Paignton and surrounding areas.
People’s experience of using this service and what we found
Sarah’s Carers Office put people at the centre of their care experience. People told us staff were very caring and compassionate. Comments included “They go above and beyond the call”, “I’m very well looked after” and “The little things they do make life a lot more comfortable.” A professional said, “I have always found them to be extremely caring and keen to provide the very best for their clients”.
People felt safe and comfortable when staff visited them in their home. People were kept safe as potential risks had been assessed and managed.
People's needs were met by staff who had received regular training and support. Staff were highly motivated and very well supported and had used their skills and knowledge to improve outcomes for people.
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.
People were treated with dignity and respect in a way that valued them as individuals. We were provided with examples of how the service had gone above and beyond what was expected of them to promote people's well-being. Each person benefited from a small staff team who knew them really well. People were supported to be as independent as possible and there was a strong focus on promoting social inclusion.
People received a personalised service to meet their specific needs, preferences and wishes. The provider’s vision was to deliver care with a person-centred approach looking after people in a holistic manner, ensuring both their physical and psychological needs were met. Staff worked with people to put together a care plan that was person centred and achieved their desired outcomes. Staff supported people with activities and found ways to enhance people’s quality of life. Staff quickly identified people’s changing needs and actions were taken.
People benefited from a provider who placed an emphasis on delivering a high quality service. Without exception, people, staff, and professionals spoke highly of the service. The provider continually looked for ways to improve and worked with other services to share ideas and good practice. The provider and service had received awards at the Outstanding Care Awards in recognition of the high standards of care provided.
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 the CQC on 4 December 2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date the service registered with the CQC.
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.