Fletcher Court

Updated 4 June 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

This inspection was carried out by one 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 homes.

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 short notice of the inspection. This was because we needed to them give time to prepare for our visit due to the COVID-19 pandemic.

Inspection activity started on 30 April 2021 and ended on 18 May 2021. We visited the office location on 5 May 2021.

What we did before the inspection

We reviewed information we had received about the service since registration. We sought feedback from the local authority and professionals who work with the service. 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.

During the inspection

We spoke with six people who used the service, nine relatives and a friend of a person who used the service about their experience of the care provided. We spoke with six members of staff and the registered manager. We reviewed a range of records. These included three people’s care records and multiple medication records. We looked at two 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 any clarification we needed in relation to records we had reviewed.

Updated 4 June 2021

About the service:

This service provides care to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care service. The service provided personal care to 23 people at the time of the inspection. The service model is one of enablement. This means people were supported to retain and develop their independence and manage their own lifestyles.

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

The provider had clear safeguarding policies and procedures in place to protect people from harm. Staff knew what to do if they thought someone was at risk. Risks were appropriately assessed and reviewed. Medicines were managed safely. Safe recruitment processes were in place to ensure staff were suitable to work with vulnerable people. Infection prevention and control (IPC) systems were in place to reduce people’s risk of infection, including COVID-19.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and promoted independence; the policies and systems in the service supported this practice.

Staff received induction training and followed a programme of continuous learning. Staff said they felt well supported. People’s needs were assessed, and care and support were regularly reviewed. Appropriate referrals were made to external services to ensure people’s needs were met.

Feedback we received from people who used the service and their relatives was complimentary about the care staff. Staff involved people in decisions about their day to day care and consulted people regarding what they wanted.

Systems were in place to make sure the service complied with the Accessible Information Standards.

People’s care records documented the level of care and support required. They were up to date and were regularly reviewed. Documentation to record end of life wishes had been sourced for when staff had completed their training. Complaints were investigated and responded to appropriately.

People, relatives and staff spoke highly of the management at the service. Systems were in place to monitor the quality and safety of the service. People were provided with the opportunity to feedback on the service they received, and any issues were addressed. The service worked well in partnership with others to ensure the best 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 was the first inspection of this service since registration in October 2019.

Why we inspected:

This was a planned inspection based on the date of registration.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk