Background to this inspection
Updated
25 April 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 was an announced inspection which took place on 29 and 30 March 2017 by one inspector. The provider was given 48 hours’ notice because the organisation provides a domiciliary care service and we needed to be sure that someone would be available.
This inspection used the standard CQC assessment and ratings framework for community adult social care services, but included testing some new and improved methods for inspecting adult social care community services. The new and improved methods are designed to involve people more in the inspection, and to better reflect their experiences of the service. For this inspection we asked the provider to arrange a focussed group of people using the service.
We asked the local authority if they had any information to share with us about the services provided at the home. The local authorities are responsible for monitoring the quality and funding for people who use the service. Additionally, we asked Healthwatch if they had any information to share with us. Healthwatch are an independent consumer champion, who promotes the views and experiences of people who use health and social care.
We looked at the information we held about the service and the provider. We looked at statutory notifications that the provider had sent us. Statutory notifications are reports that the provider is required by law to send to us, to inform us about incidents that have happened at the service, such as an accident or a serious injury.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
We spoke with ten people, and four relatives. We spoke with five staff and the registered manager.
We also spoke to an advanced nurse practitioner and a well-being nurse who regularly supported people at the service. We looked at seven records about people’s care, including their medicine records. We also looked at complaint files, quality questionnaires and minutes of meetings with staff. We looked at quality checks on aspects of the service which the registered manager and provider completed.
Updated
25 April 2017
We undertook an announced inspection on 29 and 30 March 2017.
We gave the provider 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their homes; we needed to be sure that someone would be available at the office.
This service provides care and support to people living in ‘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 agreements; this inspection looked at their personal care and support arrangements.
There was a registered manager for this service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers 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 we spoke with said they had support from staff who knew them well and they had confidence. Staff understood how to recognise different types of abuse. There were systems in place to guide staff in reporting any concerns. Staff were knowledgeable about how to manage people’s individual risks, and were able to respond to people’s needs. People were supported to receive their medicines by trained staff who knew the risks associated with them. Systems were in place to monitor how medicines were administrated.
Staff had up to date knowledge and training to support people. Staff always ensured people gave their consent to the support they received. The management team regularly reviewed how people were supported to make decisions. People we spoke with explained they were supported to make their own decisions and felt listened to by staff. People were supported to eat and drink well, when part of their identified needs. People and their relatives told us staff would support them to access health professionals when they need to. People said there was effective communication between themselves, staff and healthcare professionals.
People and their relatives said staff and the registered manager were caring and kind. They said they were treated with dignity and respect, and encouraged to be as independent as possible. People said they were involved in making choices about how they were supported. Relatives told us they were involved as part of the team to support their family members. The management team were adaptable to changes in people’s needs and communicated changes to staff effectively.
People and their relatives knew how to raise complaints and the registered manager had arrangements in place to ensure people were listened to and appropriate action taken. Staff were involved in regular meetings, to share their views and concerns about the quality of the service. People and staff said the management team were accessible and supportive to them.
The management team monitored the quality of the service and took action where improvements were identified. The registered manager ensured there was a culture of openness for people using the service and staff.