Background to this inspection
Updated
24 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 provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
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 the registered manager would be in the office to support the inspection.
Inspection activity started on 6 January 2020 and ended on 7 January 2020. We visited the office location on 6 January 2020. We carried out phone calls to people on 7 January 2020.
What we did before the inspection
We reviewed information we had received about the service since the last 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.
During the inspection
We spoke with 14 people who used the service about their experience of the care provided. We spoke with six members of staff including the registered manager, scheme co-ordinator, team leader and care workers.
We reviewed a range of records. This included five people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
We contacted seven professionals and received feedback from five.
After the inspection
We continued to seek clarification from the registered manager to validate evidence found. They sent us minutes of meetings.
Updated
24 January 2020
About the service
Care Support Torbay & South Devon Branch provides personal care at an extra care housing scheme which comprises of two sites, Whitley Court in Paignton and Dunboyne Court in Torquay. 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. At the time of this inspection, 50 people were receiving personal care at Whitley Court and 27 people were receiving personal care at Dunboyne Court.
People’s experience of using this service and what we found
People felt safe and comfortable when staff visited them in their home. People were kept safe as potential risks had been assessed and managed.
People's needs were met by staff who had received regular training and support. Staff had the skills and knowledge to meet people's needs effectively. Staff told us they were well supported in their role.
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 were treated with kindness, respect and compassion by care staff. People said, "They’re just wonderful, I would call them angels” and “Staff are excellent.” A health professional described staff as “brilliant”.
People were involved in making decisions about their care and supported to maintain their independence. Staff worked with people to put together a care plan that was person centred and achieved their desired outcomes. People enjoyed taking part in social activities, going out in the local community, and spending time with family and friends.
The service was well managed. People said, “I couldn’t ask for more”, “I’m very happy” and “They’re just wonderful”. Staff told us they felt listened to and enjoyed working at the service. Quality and monitoring systems were in place to review and improve the service.
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. We carried out a comprehensive inspection (published 9 August 2017) and a focused inspection (published 15 November 2018) as we were made aware of a number of safeguarding incidents and concerns. At this inspection, we found people were being supported safely and risks were well managed.
Why we inspected
This was a planned inspection based on the date of the last comprehensive inspection.
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.