Background to this inspection
Updated
1 February 2019
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 was an announced inspection that took place on 21 December 2018. It was carried out by two inspectors, 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 service.
We spoke with 14 people and 10 relatives about the quality of the care and support provided by the agency. We also spoke with the registered manager, the operational manager, a Reablement coordinator, two senior carers, five care staff, and two planning co-ordinators.
We looked at five people’s care records, and documentation in relation to the management of the service. This included three staff files including supervision, training and recruitment records, quality auditing processes and policies and procedures. We observed care practices and the administration of medicines.
Prior to the inspection we reviewed the Provider Information Record (PIR) and previous inspection reports. The 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 also reviewed the information we held about the service and notifications we had received. A notification is information about important events which the service is required to send us by law.
Updated
1 February 2019
The inspection was announced and took place on 21 December 2018. This was because this service provides care to people in their own homes and we needed to ensure senior staff were available to speak with us.
Care South is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection, the service was providing support for 151 people.
A registered manager was in post at the time of our inspection. 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.
Care South was previously inspected on 6 June 2016. The overall rating for the service was good.
Systems were in place to keep people safe. People’s medicines were managed and administered safely. Staff were recruited following the provider’s recruitment policy. People received care and support on time and as agreed.
Staff were passionate about supporting people in making their own choices and decisions. People were involved and consulted about their care and support. Care plans provided guidance for staff about people's needs and the way they preferred their care to be provided.
People were involved in planning their care and are records had been reviewed and updated where necessary. When peoples care needs had changed, the service engaged and worked with the appropriate Health and social care professional.
People were supported by staff who were trained, competent and had received training to provide care and support to people. Staff felt supported and received supervision and an annual appraisal.
People were supported to receive their medicines safely and when required and staff could demonstrate the correct use of personal protective equipment to prevent cross infection.
People were supported by staff who had suitable checks in place prior to being employed by the service.
Staff were able to demonstrate a good understanding of abuse and who to go to should they have concerns.
People were supported by regular staff who knew them well including their likes and dislikes and they respected their routines. Staff were kind and caring and offered people choices.
People received support from staff as required with their food and drinks. People and relatives felt able to raise concerns with the registered manager and all felt they were accessible.
Staff were recognised for their individual contribution to the service and support they provided people with. Staff had access to the training they needed to carry out their roles.
People's nutritional needs were assessed during their initial assessment and any dietary needs recorded in their care plans. Staff understood people's healthcare needs and supported them to maintain good health.
Staff were kind and caring. People had developed positive relationships with staff members and enjoyed their company. Relatives said staff treated their family members with respect and maintained their dignity when providing care. Staff supported people to maintain their independence wherever possible.
The agency was not providing end-of-life care at the time of our inspection. The provider had an end of life care policy, which gave guidance to staff if they had to provide care to a person now.
Staff worked in partnership with healthcare professionals, such as community nurses, to provide people's care. People had opportunities to contribute their views about the service they received. People knew how to complain if they were dissatisfied. People who had complained told us action had been taken as a result of the concerns they raised.
A range of audits were undertaken to monitor the quality of the care and the accuracy of records used to record people's care and support. This information was not always shared with people to ensure they were aware of what action had been taken to improve the service.
Notifications were being made to the CQC as required. Accidents and incidents were recorded, investigated and lessons learnt were shared with staff and the relevant people involved.