The inspection took place on 29 January and 3 and 4 February 2016. We told the provider two days before our visit that we would be coming to ensure that the people we needed to talk to would be available. At our last inspection in 2014 there were no breaches of legal requirements.Care South Home Care Services Dorset provides personal care and support to people who live in their own homes. At the time of our inspection they were providing personal care and support to over 70 people.
The service had a registered manager, as the law requires. A registered manager is a person who has registered with the Care Quality Commission 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.
People valued highly the service they received. They told us that staff were professional, caring and friendly, treating them as individuals and respecting their wishes regarding care. Without exception they said that staff understood and provided the care and support they needed.
People’s care and support was planned proactively in partnership with them and, where appropriate, their families and representatives. Their care was personalised to meet their individual needs and their consent to care was sought. Staff had a good understanding of people's care plans, which were thorough but straightforward to follow.
The service was responsive to people’s individual needs and preferences and found creative, innovative ways to support them to live as full a life as possible. The registered manager recognised the importance of providing meaningful activities and stimulation for people living with dementia. The service had obtained ‘dementia boxes’ for staff to use when working with people who live with dementia. The service had worked with a student from a local university to advise him in the development of a tool to remind people living with dementia to eat at regular intervals. Staff were encouraged to go above and beyond what was expected in care packages to work with people who need extra support. For example, two people living with mental health difficulties had become socially isolated. Care workers worked with them in a way that enhanced their sense of wellbeing and considerably improved their quality of life.
People received care and support from regular staff who were themselves well supported through supervision and training.
There were sufficient staff working for the service to provide the care people needed. People received rotas in advance so that they knew which staff would be visiting them. They said that staff stayed for the full length of the visit, if not longer, and that they were generally punctual.
The service responded promptly to changes in people’s situations to ensure their needs were met, where necessary linking with other services and support networks to do so. All the office staff were trained and skilled in providing care and support and covered calls at short notice if for any reason care workers were unable to attend.
Medicines were managed safely.
Staff had the knowledge and confidence to identify and report signs of abuse. Safe recruitment practices were followed before new staff were employed to work with people, including obtaining references and criminal records checks.
People were actively encouraged to give their views and the service was developing innovative ways of enabling them to do so. For example, the registered manager had recently established a regular ‘coffee morning’ focus group. This was open to all people who used the service and their families who wished to attend.
Concerns and complaints were taken seriously and used as an opportunity for learning, to improve the service.
Quality assurance systems, such as audits and surveys of people using the service, were in place to monitor the quality of care and support that people received. Learning from accidents, incidents and the results of audits was communicated to staff.