SCP Complex Care

Updated 26 October 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 21 September 2017 and was announced. The inspection team consisted of two inspectors and an expert by experience, who made calls to people using the service and/or their relatives. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, we would usually ask the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the agency, what the agency does well and improvements they plan to make. We also looked at notifications about important events that had taken place at the service, which the provider is required to tell us by law.

We spoke with two people, who were receiving support from the agency. We spoke with nine relatives of people using the service to gain their views and experiences. We spoke with the registered manager, a senior support worker and two care staff.

We spent time looking at people’s records, policies and procedures, complaint and incident and accident monitoring systems, internal audits and the quality assurance system. We looked at eight people’s care files, five staff files, the staff training programme, induction programme and staff competency assessments.

Updated 26 October 2017

We inspected this service on 21 September 2017. The inspection was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the locations office to see us.

SCP Complex Care is registered as a community based domiciliary care agency (DCA) which delivers personal care and the treatment of disease, disorder or injury to people living in their own homes, including children living in the family home. The agency provide care and support to people who have complex health and support needs such as, an acquired brain injury or people requiring clinical support from registered nurses. At the time of our inspection the agency was supporting 86 people, within the South East. This was the first comprehensive inspection since the agency was registered on 30 September 2016.

At the time of our inspection, there was a registered manager in place who was supported by a team of registered nurses and care staff.. 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.

People received a service that was safe and relatives told us they felt their loved one was safe. Staff received training in safeguarding adult and children and knew what action to take if they had suspicions. Potential risks to the safety and welfare of people had been assessed and minimised. Staff followed detailed guidance to minimise the risk to people and staff, both internally and externally.

There were sufficient numbers of staff with the right skills and knowledge to meet people’s needs. Staff received the appropriate training including specialist training to fulfil their role and provide the appropriate support. People and their relatives could be assured that staff were fit to carry out their duties because recruitment practices were safe and checks were carried out to make sure staff were suitable to work with adults and children who needed care and support.

Staff were supported by the registered manager and the management team who they saw on a regular basis. The registered manager encouraged staff to undertake additional qualifications to develop their skills. A comprehensive induction programme was in place which all new staff completed. Staff had a clear understanding of their roles and people’s needs. Care staff were supported by a team of registered nurses who competed competency assessments with them as well as offering clinical support.

The agency was responsive to people’s needs, care plans were individualised and put the person at the centre of their care and support. People and/or their relatives were fully involved in the development of the service they received, as well as a review. People were asked for their consent before care was given and they were supported and enabled to make their own decisions. People were encouraged to be as independent as they could with guidance in place for staff to follow. Relatives told us their loved ones were treated with dignity and respect whilst receiving care and support from the agency. Information about people’s likes, dislikes and personal histories were recorded within their care plan.

People were supported to maintain their nutrition and hydration, with support from health care professionals. Some people required specialist support from staff that was accommodated with appropriately trained staff. People were supported to maintain their health with the support from staff and health care professionals. People received their medicines safely by trained and competent staff. Policies and procedures were in place for the safe administration of medicines.

Systems were in place for monitoring and improving the quality and safety of the service. These included face to face reviews, regular audits and annual questionnaires. People and others feedback was sought and acted on to improve the quality of the service being provided to people.

Systems were in place to monitor and respond to concerns or complaints that had been raised. Complaints were seen as a positive way to improve the service which was being provided to people. A complaints policy and procedure was in place and information about how to make a complaint was provided to people and/or their relatives within the service user guide.