Domiciliary Care - Hampshire

Updated 7 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 4 September 2018 and was announced, with 24 hours’ notice as we had to make sure there would be someone at the agency offices to see us. During our inspection we attended the office to review files and then visited one of the homes to speak with people and staff. This was the first rated comprehensive inspection undertaken at the service.

One inspector carried out the inspection. Information had been gathered before the inspection from notifications that had been sent to the Care Quality Commission (CQC). Notifications are when providers send us information about certain changes, events or incidents that occur.

We received a 'provider information return' (PIR) from the provider. A PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

We spoke the registered manager, the senior support worker, two support workers and three people. We also spoke with an administrator. We reviewed feedback from three healthcare professionals and two relatives. We looked at feedback questionnaires, care review records and compliment cards. This is because some people were unable to provide verbal feedback. We looked at care files belonging to four people that used the service, staff training records and checked recruitment. We viewed records and documentation relating to the running of the service, including quality assurance and monitoring records, medication management and infection control systems. We also looked at records held in respect of complaints and compliments.

Updated 7 November 2018

CMG Hampshire Outreach and Home Support Services is a domiciliary care agency. It was set up to provide person-centred domiciliary and supported living services to adults in the community with mental health needs, learning disabilities, autism and other complex needs living in their own houses and flats or specialist housing. The service was supporting 17 people at the time of our inspection.

This service provides care and support to people living in their own homes and 'supported living' settings, so that they can live in their own home as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The provider was required to have a registered manager in post. There was a manager in post who had been registered since the service was registered. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance, with regards to the supported living houses. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. The people receiving the service rented properties supplied by a housing association under individual tenancy agreements.

At this inspection we found that the safety of people, staff and visitors was actively maintained using risk management systems. Safeguarding referrals were made to the responsible investigating body. Suitable numbers of staff were recruited and deployed to meet people’s needs. The provider and staff safely managed medicines and the control and prevention of infection.

Staff were trained, skilled and had their competency assessed to carry out their roles. People’s nutritional and healthcare needs were met. People's rights were upheld through adherence to the Mental Capacity Act and associated legislation. Advocacy services were accessed for people that required them.

The staff were thoughtful and caring. People, their relatives and visiting professionals told us that staff were consistently caring and compassionate. The staff worked towards providing a person-centred culture. They respected people’s rights, privacy, dignity, diversity and independence.

People received a good responsive service. Staff followed tested ways of supporting people to meet their needs through effective care plans. Support to people reflected their preferences and cultural needs and people were helped to experience a variety of activities, pastimes and occupations when they wished. Complaints were appropriately responded to so that outcomes for people were satisfactory. People’s end of life care was suitable for their individual needs and wishes.

The registered manager was experienced, competent and knowledgeable, which ensured the service was well-led. They effectively used quality monitoring and assurance systems to improve the service, understood their legal and registration responsibilities, maintained supportive working relationships with others and ensured the secure and consistent completion of records and documentation.

Further information is in the detailed findings below.