Background to this inspection
Updated
10 October 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
One inspector completed this inspection.
Service and service type:
This is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had two managers 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. Both registered managers were present during the inspection.
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.
Inspection activity started on 22 May 2019 and ended on 17 June 2019. We visited the office location on 22 May to meet with the registered managers and review care records and policies and procedures. We made telephone calls to gather feedback about the service on 10 and 17 June 2019.
What we did before inspection:
Before the inspection we looked at information, we held about the service including; previous inspection reports, details about incidents the provider must notify us about, such as serious injury and safeguarding alerts. We also reviewed the information in the provider information return. 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.
During the inspection:
We spoke with four people using the service and six relatives to ask about their experience of the care provided. We spoke with six members of staff including the registered managers and care workers.
To gather information, we looked at a variety of records, including care records relating to five people using the service. To ensure the provider and registered manager had oversight of the service we also looked at other information relating to the management of the service.
After the inspection:
We continued to seek clarification from the service to validate evidence found. We looked at quality assurance records and received feedback from three professionals who worked with the service.
Updated
10 October 2019
About the service:
Home Instead Senior Care is a domiciliary care agency. It provides a range of services, including personal care, medication support, meal preparation and supports people to access the community and remain as independent as possible whilst living in their own home.
Not everyone using Home Instead Senior Care received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection,120 people using the service received the regulated activity of personal care.
People’s experience of using this service:
Staff supported people to make significant improvements to their lives. People received individualised care and support that was responsive to their needs. Assessments focused on people’s individual needs and preferences and provided information for staff about how to support people to improve or maintain their independence in their own home.
People were supported to achieve outcomes and overcome barriers to living their best lives, by staff who understood the value of person-centred care. Staff worked in innovative ways, having excellent knowledge of people in their care and adapting constantly their approach people.
People told us staff were caring and kind and talked about having close relationships and friendships with them. Care staff were skilled in delivering people's care in the way they preferred, and which improved their quality of life.
Staff understood how to keep people safe and protect them from harm. Risks to people's everyday lives had been assessed. Systems were in place to ensure people received their medication safely. Staff were recruited safely and there were enough staff to meet people’s individual needs. Incidents and accidents were investigated, and actions were taken to prevent recurrence. Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes.
People were assessed to ensure the service could meet their needs. Staff completed training and received support and supervision to enable them to carry out their roles and responsibilities. Staff worked well with external professionals to promote people’s health and wellbeing.
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.
Staff respected people's life histories, diversity and personal preferences when delivering care. The provider actively sought feedback from people using the service and their relatives. This information was used to develop and improve service delivery.
Staff were supported by a management team who had a clear vision for the service. Systems and processes were in place to monitor the service and identify and drive improvement. To ensure people using the service were supported in the most effective way the service worked in partnership with other health and social care organisations.
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 15 November 2016).
Why we inspected:
This was a planned inspection based on the previous rating.
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.