Archived: STEPS East

Updated 8 July 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 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.

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 we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before inspection

We reviewed information we had received about 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 met the registered manager at the service office base. We reviewed a range of records including four people’s care records. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We spoke with nine people who used the service and two relatives about their experience of the care provided. We spoke with four members of staff. We contacted two professionals who had worked with the service. We looked at staff recruitment files and reviewed other information provided.

Updated 8 July 2021

About the service

STEPS East is a domiciliary care service that provides short term support to people who are returning from hospital to their own homes. The service covers the east of Cornwall.

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.

People’s experience of using this service and what we found

People told us they felt safe when being supported by staff and were able to increase their independence in a way which felt comfortable to them.

Staff had received safeguarding training and described the actions they would take if they felt people were at risk. Any accidents or untoward events were recorded and investigated to identify if there were any areas for improvement to minimise the risk of reoccurrence.

New staff completed an induction and period of shadowing before starting to work independently. Training was regularly refreshed and people were confident when being supported by staff.

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.

The primary focus of the service was to support people to regain their independence. Staff told us they found this aspect of their work rewarding.

Initial assessments were used to identify what people wanted to achieve and set goals. This was monitored regularly and new goals set in line with people’s progress. Care plans were reviewed regularly to help ensure they were up to date and relevant.

People and professionals said they found the service to be well organised and efficient. There were clear lines of responsibility which were known and understood by the staff team. Audits were completed by the registered manager. The service engaged pro-actively with other agencies to help provide joined up care with positive outcomes for people.

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 8 August 2019 and this is the first inspection.

Why we inspected

This was a planned inspection to provide a rating for the service.

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.