Background to this inspection
Updated
11 January 2020
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
This inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes. 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
This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the registered manager would be at the office to support the inspection. The inspection started on 19 December 2019 and ended on 20 December 2019, after we visited the registered office.
What we did before inspection
We reviewed information we had received about the service. We sought feedback from the local authority who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. 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 six people who used the service and three relatives about their experience of the care provided. We spoke with the nominated individual, registered manager, senior care worker and three care workers. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
11 January 2020
About the service
Destiny Health Care Services Limited is a domiciliary care service providing personal care to people living in their own homes. At the time of the inspection there were 17 people using the service.
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’s safety was promoted through effective systems and processes to protect people from abuse. Potential risks to people had been assessed and care was planned to keep them safe. Staff knew how to report concerns when people’s safety and wellbeing was at risk.
People were supported by kind and caring staff who they trusted. Staff had undergone a robust recruitment process and were trained and had the skills and knowledge needed to meet people’s care and support needs. There were enough staff to care for people. Staff were reliable and knew how people wished to be supported which promoted continuity of care.
People were supported with their medicines and accessed health care services when needed. People were supported to eat and drink enough to maintain good health.
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. People made day to day decisions about all aspects of their care which included their wishes in relation to end of life care.
Staff protected people’s privacy, dignity and promoted their independence. People had developed positive relations with staff who were committed to non-discriminatory practices. People’s communication needs were met and understood by staff. Information was produced in formats, so people could understand.
People received person centred care that met their needs. Care plans reflected individual preferences, diverse cultural needs and how they wished to be supported. Staff worked flexibly to enable people to attend appointments and family gatherings.
Everyone we spoke with felt the registered manager was approachable and responsive. People were confident complaints would be listened to and acted on. People’s views about the service were sought individually and through surveys.
The registered manager understood their legal responsibilities and had developed a culture which put people’s needs at the heart of the service. Partnership with health care professionals and community services ensured people received joined up care. There were effective systems in place to monitor the quality of care provided and to drive improvements in care. Learning was shared with the staff team when things went wrong. Staff were supported and their training was kept up to date.
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 requires improvement (published 5 May 2017).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Destiny Health Care Services Limited 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.