Background to this inspection
Updated
7 November 2019
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 Care Act 2014.
Inspection team
The inspection team consisted of one inspector and an Expert by experience who made telephone calls to people, their relatives and staff. 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, and works with people to stay or become more independent and confident in their own homes. The service also provides a night care service between the hours of 22.00 and 07.00. Tricuro (the provider) is owned by the Local Authority (BCP & DCC).
The service had a manager 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.
Notice of inspection
We gave the registered manager one day notice of the inspection. This was because we needed to be sure the people we needed to talk to would be made aware.
Inspection activity started on 25 September 2019 and ended on 4 October 2019. We visited the office location on 25 and 30 September 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from professionals who work with the service. 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. We used all this information to plan our inspection.
During the inspection
We spoke with four people who used the service, three relatives and a close friend of someone who used the service. This was to find out about their experience of the care provided. We spoke with three members of staff including the registered manager.
We reviewed a range of records. This included six people's care records and three staff files in relation to recruitment and staff supervision. We also viewed a variety of records relating to the management of the service, including quality monitoring and complaints and compliments.
After the inspection
We requested further information from the registered manager related to the service. This was provided promptly.
Updated
7 November 2019
About the service
Reablement Care Service is a domiciliary care agency. It provides personal care to people, and works with people to stay or become more independent and confident in their own homes. The service also provides a night care service between the hours of 22.00 and 07.00. Tricuro (the provider) is owned by the Local Authority (BCP & DCC).
People's experience of using this service and what we found
People felt safe. Staff training, and policies ensured people were safe. Staff knew how to recognise signs of abuse and who to report concerns to.
Risk assessments were in place to ensure people's safety. Staff understood the actions needed to minimise the risk of avoidable harm including the prevention of avoidable infection.
Staff supported people to take medicines safely. Staff were trained in medicines management and knew how to ensure that people received their medicines on time and as they had been prescribed.
People received personalised care which was responsive to their individual needs. Staff had an excellent understanding of the care and support people needed and provided this with great care and understanding.
Care plans were person centred, detailed and explained how people liked personal care provided and what activities they enjoyed.
Staff cared about the well being of people they supported and we received positive feedback from relatives and people about the kindness of staff. People described staff as being ‘pleasant, professional and kind’ and they were treated with respect.
There continued to be a range of checks in place to ensure people and staffs' safety. Staff were well supported through training and supervision.
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 providers values of empowering, trustworthy, welcoming, innovative and inclusive were embedded in the culture of the service and reflected in all areas of the service, especially from the staff and feedback from people.
The service actively promoted assistive technology to help people to remain independent and safe.
The registered manager continually reviewed the service and sought ways to improve in order to benefit both the people receiving the service and staff. They had built strong relationships with relevant professionals and within the local community to promote learning and to meet people’s needs.
People had access to healthcare services and were involved in decisions about their care wellbeing. Partnerships with other agencies and health professionals enabled effective outcomes for people.
People received personalised care which was responsive to their individual needs. Staff had an excellent understanding of the care and support people needed and provided this with great care and understanding.
The registered manager was readily available to people, relatives and staff. They had an open and honest approach to complaints.
Governance systems and oversight of the service were robust. Issues were identified, and actions taken to address any shortfalls.
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 31 March 2017).
The overall rating for the service has remained good. This is based on the findings at this inspection.
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 reinspection programme. If we receive any concerning information we may inspect sooner.