Background to this inspection
Updated
16 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 20 October 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
This inspection was carried out by three inspectors. CQC support services made calls to people and their relatives.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be available to support the inspection.
Inspection activity started on 20 October 2020 and ended on 28 October 2020.
What we did before the inspection
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. We used all of this information to plan our inspection.
During the inspection
We spoke with sixty-three people who used the service or their relatives about their experience of the care provided. We spoke with eleven members of care staff and the registered manager.
We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at six staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures and quality assurance checks were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at satisfaction surveys and a range of other documents that reflected the care people received.
Updated
16 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling the Care Quality Commission’s [CQC] regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.
About the service
Home Instead Senior Care is a domiciliary care agency providing personal care to 96 people aged 65 and over at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People were exceptionally well-supported. Staff and managers empowered people to be involved in their care and to express their individual needs.
Care was personalised and tailored to meet individual need, to ensure people had flexibility and choice. The provider was clear on people’s communication needs and used innovative practice to ensure they responded effectively to people’s care needs.
The leadership and governance of the service ensured high-quality care. Staff, people and relatives were exceptionally well supported by managers, who encouraged their involvement in the development of the service. Staff felt motivated and proud to work for the provider.
People were well supported to received safe care and treatment. Medicines were well managed, and the provider had taken steps to ensure best practice was implemented. Infection control procedures were efficient and well implemented. Staff were safely recruited to ensure they were fit and proper and able to carry out their roles. Staff understood their responsibilities in recognising and reporting potential signs of abuse. Risk assessments were comprehensive and identified potential areas of risk and guided staff to prevent and mitigate harm.
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.
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 Outstanding (published 05 January 2018)
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the provider.
The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Home Instead Senior Care on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.