Background to this inspection
Updated
6 November 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, looked at the overall quality of the service, and provided a rating for the service under the Care Act 2014.
The inspection took place between 10 September 2018 and 14 September 2018. We gave the service 48 hours’ notice of our intention to visit their office on 13 September to make sure the registered manager would be available. We spoke by telephone with people who used the service on 10 and 11 September, and with staff members on 14 September.
The inspection team consisted of 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. On this inspection the Expert by Experience had experience of supporting family members who used care services.
Before the inspection, we reviewed information we had about the service, including the previous inspection report and notifications the provider sent to us. A notification is information about important events which the provider is required to tell us about by law.
We used information the provider sent us in the Provider Information Return to plan the inspection. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
We spoke with 12 people or close family members who received personal care services from Homecare4U Southampton.
We spoke with the registered manager and five members of staff, including the deputy manager and a supervisor.
We looked at the care plans and associated records of six people. We reviewed other records, including the provider’s staff handbook, staff induction workbook, staff meeting minutes, a staff newsletter, and quality records including quality survey returns and branch audit reports. Other records included the branch action plan, and records of incidents, safeguarding reports, complaints and compliments, and the provider’s statement of purpose. We checked training, supervision and recruitment records for two members of staff.
Updated
6 November 2018
The inspection took place between 10 September 2018 and 14 September 2018. We gave the provider 48 hours’ notice of our intention to visit their office on 13 September so that we could be sure the registered manager or a senior staff member would be in.
At our previous inspection in June 2017 we found the provider was meeting the fundamental standards defined in the regulations. However we found areas for improvement in three key areas and gave the service an overall rating of requires improvement. At this inspection we found the provider had improved in all areas, and the service is now rated good.
Homecare4U Southampton is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older people and younger adults. People using the service may be living with dementia, mental health needs, learning disability, autism, physical disability or sensory impairment. At the time of our inspection the service supported 96 people. Of these, approximately 70% were commissioned by the local authority with the reminder funding their own care.
Not everyone using Homecare4U Southampton received a 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.
There was a registered manager in post. 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.
The provider had effective processes in place to protect people from the risk of abuse and other risks to their safety and wellbeing. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
There were sufficient numbers of suitable staff deployed to support people safely according to their agreed rotas. The provider’s recruitment process was designed to make sure only people suitable to work in a care setting were employed.
The provider had effective processes in place to protect people from risks associated with medicines and the spread of infection. Where accidents or unwanted incidents occurred, these were analysed to identify any learning which could improve the service for people.
The provider had thorough and detailed assessment and care planning processes which led to good outcomes for people. Staff were trained and supported to obtain and retain the skills and knowledge necessary to support people effectively. The provider worked effectively with other agencies and healthcare services to deliver effective care and support. The provider supported people to live healthier lives and maintain their independence. Staff were mindful of the need to seek consent for people’s care and support.
Staff treated people with kindness, respect and compassion, expressing this by helping people beyond the care and support defined in their care plans. Staff supported people to express their views and to be involved in decisions about their care and support. Staff respected and promoted people’s dignity, privacy and independence.
People received care and support that met their needs and reflected their preferences. Where people raised concerns or complaints, they were listened to.
The provider had a clear vision to deliver high-quality care based on people’s dignity and independence. There were management systems and a business improvement plan in place to realise their vision. People who used the service and staff were actively engaged and involved in the service. The provider had taken steps to improve the service and to sustain improvements.