Senior Care Solutions @ Home Limited

Senior Care Solutions @ Home Limited is a domiciliary care agency providing personal care to people in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (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 inspection, seven people were receiving personal care.

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

People received a service which was personalised and met their individual needs and preferences.

People and relatives described staff as kind and caring. People had consistency in the staff who undertook their care calls. They told us that was important to them as staff got to know people and understood how they liked their care and support to be delivered.

The service did not have a registered manager. The nominated individual (responsible for supervising the management of the service on behalf of the provider) managed the service with support from the care supervisor to ensure people received effective care in a timely manner.

Arrangements were in place to recruit suitable staff. However, records did not always show the action taken when the service encountered difficulties in obtaining references from previous employers of prospective staff. During and following the inspection, management staff were responsive in addressing this issue.

People received personalised care plans, which were reviewed regularly with the involvement of people using the service and their relatives.

Staff understood their responsibility to protect people in their care from abuse and report any concerns they had. They knew how to recognise and report any concerns they had about people's welfare.

The service assessed and managed risks to ensure that people received personal care and support safely.

Staff undertook training that supported them to have the knowledge and skills to do their job well and effectively meet people's needs. Supervision and monitoring of staff ensured people received good care.

People were supported to take their medicines safely and there were enough staff available to provide people with the care and support they needed.

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 provider had systems in place to manage and resolve complaints. People and their relatives had opportunities to provide feedback about the service. Action was taken to address issues they raised.

Infection risks were minimised by good hygiene practice.

Systems were in place to assess and monitor the quality and delivery of care to people. Improvements to the service were made when needed.

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

Rating at last inspection

The last rating for this service was Good (published 30 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

At the last inspection, the service was rated Good. At this inspection we found the service remained Good.

People told us they felt safe when receiving care and support from staff. Arrangements were in place to keep people safe. Staff knew how to identify abuse and understood their responsibilities in relation to safeguarding people and reporting concerns.

Risks to people were identified and measures put in place to minimise the risk of people being harmed, and to keep them safe.

Arrangements were in place to make sure there were sufficient numbers of appropriately trained staff to provide people with the care and support they required safely, and in the way that they wanted.

Staff were appropriately recruited and supported to provide people with the individualised care and support that they needed.

Systems were in place to ensure medicines were managed and administered safely.

People told us they were fully involved in decisions about their care and that staff sought their consent prior to providing them with care and support. People received personalised care that was responsive to their needs.

People received the support they needed with eating and drinking and to maintain a balanced diet.

The service liaised closely with health professionals to ensure people were supported to maintain good health.

People told us they were treated with dignity and respect and had developed positive relationships with staff who provided their care. Staff understood the need to protect people's privacy and dignity.

People knew how to make a complaint and were confident their concerns would be resolved.

There were systems in place to review, monitor and improve the quality of the services provided for people. People told us that they thought the service was good and would recommend it.