Background to this inspection
Updated
10 April 2021
The inspection
This was a targeted inspection to check on a specific concern we had about staff ability to communicate clearly with people who use the service, timing of care calls and dignity.
Inspection team
This inspection was undertaken by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two people who used the service and relatives of six people about their experience of the care provided. We spoke with eight members of staff including the provider, registered manager and care workers. We looked at training data and quality assurance records and feedback received by the provider as part of their quality assurance process.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
10 April 2021
This inspection was undertaken on 23 August 2018. We gave the provider 48 hours’ notice of our intended inspection to make sure that appropriate staff were available to assist us with the inspection.
At our last inspection in June 2017 we rated the service Good. This inspection was undertaken as a result of some concerns that had been shared with us. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It is registered to provide a service to older adults some of whom may live with dementia, younger adults with physical or sensory impairments and people with mental health conditions. Not everyone using Portfolio Homecare receives 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 take into account any wider social care provided. At the time of this inspection 47 people were in receipt of the regulated activity personal care.
There was a manager in post who had registered with the CQC. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 felt safe receiving care and support from Portfolio Homecare Limited. Staff understood how to keep people safe and risks to people's safety and well-being were identified and managed. People's needs were met by sufficient numbers of skilled and experienced staff. The provider operated robust recruitment processes which helped to ensure that staff employed to provide care and support for people were fit to do so. People's medicines were safely managed.
Staff received one to one supervision from a member of the management team which made them feel supported and valued. People received support they needed to eat and drink sufficient quantities and their health needs were well catered for with appropriate referrals made to health professionals as needed.
People and their relatives complimented the staff team for being kind and caring. Staff were knowledgeable about individuals' care and support needs and preferences and people had been involved in the planning of their care where they were able.
The provider had arrangements to receive feedback from people who used the service and their relatives about the services provided. People were confident to raise anything that concerned them with staff or management and were satisfied that they would be listened to.
The provider and registered manager had developed an open and respectful culture in the service and people, their relatives and the staff team were comfortable to speak with the registered manager if they had a concern. Arrangements were in place to regularly monitor health and safety and the quality of the care and support provided for people who used the service.