Background to this inspection
Updated
25 April 2023
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 Health and Social Care Act 2008.
Inspection team
The inspection was completed 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.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave notice of the inspection so the registered manager could contact people and their relatives to ask them to agree to talk with us on the phone, during the inspection.
What we did before the inspection
We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We sought feedback from the local authority.
During the inspection
We spoke with 1 person, 10 relatives and 1 person’s representative. We also spoke with 6 care staff, the registered manager, the branch manager, the head of recruitment, rostering staff, and the nominated individual who is also one of the providers. The nominated individual is responsible for supervising the management of the service. We reviewed a range of records related to the service people received. These included 3 people’s care plans and medicine records, 3 staff files and records related to the management of the service. We attended a team leader meeting.
Updated
25 April 2023
About the service
Guardian Angel Carers Farnham Fleet Farnborough is a domiciliary and live-in care agency providing personal care. The service provides support to younger adults and older people, people living with dementia, people with a disability and people with a sensory impairment. At the time of our inspection there were 45 people using the service.
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 and their relatives provided consistently positive feedback about the service. Their comments included, “There is nothing I would change about the service provided, they are very caring people and understand that being looked after well is just so important” and, “Guardian Angels is a well-managed service who I would have no hesitation in recommending, they are very organised and happy to help in anyway.”
The providers’ had processes and systems in place to protect people from the risk of abuse. Staff assessed potential risks with people and ensured measures were in place to mitigate them. There were sufficient staff suitable to meet people's needs. People’s medicines were administered to them safely by skilled staff. People were protected from the risk of acquiring an infection. The providers encouraged openness about safety and staff were supported to report incidents.
People’s care was planned and delivered in line with best practice and legislation. Staff had the required competence, knowledge and skills required to provide people with effective care. People were supported by staff to ensure their dietary preferences and needs were known and met. Staff worked collaboratively within the team and across services to understand and meet people’s needs. People experienced positive outcomes with regards to their 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.
There was a person centred culture, within which people and staff were valued and cared about. People received truly kind and compassionate care from their staff. Staff supported people to express their views and to be involved in making decisions about their care. Staff ensured people’s dignity and independence were respected and promoted during the provision of their care.
Staff ensured people received person centred and responsive care which met their preferences. People were informed of how to raise any complaints which were listened to and addressed promptly. People received end of life care from appropriately trained and compassionate staff.
The providers promoted a positive culture which achieved very good outcomes for people. The nominated individual and the registered manager were clear about their roles. People and staff’s views were sought and their feedback was acted upon, to make improvements. There was a strong focus on continuous improvement and information about performance was used to drive improvements. The providers worked closely with other services and professionals to develop and enhance the delivery of people’s care.
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 14 September 2021 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.