The service is small and provided a bespoke service to four people. We looked at two of the four people's care records. From our observations the service employed sufficient care workers and all had received regular training and support. The service does not have a registered manager at present, but the acting manager assisted with the inspection visit and it is their intention to apply for registration. Three staff were spoken with to gain their views about the service; where possible their feedback has been incorporated into this report. The four people who received a service were asked if they would like to speak to an inspector, but they all declined. Two relatives were contacted to gain their views on the service.
We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?
This is a summary of what we found;
Is the service safe?
Relatives spoken with confirmed that their relatives were treated with respect and dignity by the care workers and added that they felt their relatives were safe. Safeguarding procedures were in place and care workers spoken with understood how to safeguard the people they supported.
Care workers had been provided with training in safeguarding vulnerable adults from abuse. This meant that staff had been provided with the information they needed to ensure that people were safeguarded. The manager had also completed training on the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS), so was aware when to make referrals to ensure people were kept safe.
The service had sufficient care workers to provide the care and support needed. Those people spoken with stated that their relatives had regular carer workers who provided support. One relative added that they felt this had helped them to become more relaxed and their relative was 'More happy' since receiving a service. They were confident that their relatives received the care required.
Is the service effective?
People's care records showed that care and treatment had been planned and delivered in a way that ensured people's safety and welfare. The records had been regularly reviewed and updated, which meant that care workers had been provided with up to date information about how people's needs were to be met. People received effective care and support and family members told us that they had seen an improvement in the dependency levels of their relatives since receiving a service.
Is the service caring?
People were supported by kind and attentive staff. Family members spoken with provided positive comments about the care and support their relative received and confirmed they were offered choice and had been included in any decisions made. People's diversity, preferences, interests and aspirations had been recorded and care and support had been provided in accordance with people's wishes. Care workers spoken with had a good understanding of people's care needs and how they wished to be supported.
Is the service responsive?
People who used the service were supported in participating in activities and daily life skills, and their choices were taken in to account and they were listened to.
People knew how to make a complaint if they were not happy, although some stated that it was sometimes difficult to contact the service on the phone. One person told us that they were confident their concerns would be listened to and acted upon, whilst another stated they would use their relative's social worker for concerns to be raised.
Is the service well-led?
The service does not presently have a manager that is registered with the Care Quality Commission. The acting manager is in the process of preparing their forms for submission.
The service worked well with other agencies and services to make sure people received continuity of care. There were clear lines of accountability and systems in place for people to raise any concerns they may have had.
Due to the service only been up and running for less than a year, people who used the service and their relatives had not yet had the opportunity to complete satisfaction questionnaires. Management were presently looking at ways to gain feedback about their service and a pictorial questionnaire had been developed. Management advised that were concerns or short falls are identified they will organise and action plan for these to be addressed.
The service had some quality assurance systems in place, but as it was a new service the management were still in the process of developing these.
Care workers stated that they had found the service well led. They added that the management were very approachable and supportive. They all added that they found the work 'rewarding' and could always speak to someone if they needed advice or support.