The inspection was carried out on 19 May 2016 and was announced.Alexandra House Diamond Life Healthcare Ltd is a domiciliary care agency that provides personal care and support to people in their own homes. At the time of our visit the agency was providing a service to 62 people. The frequency of visits and duration across the service varied dependent on individual needs and circumstances.
There was a registered manager in post who was present during the inspection. 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 were supported safely by staff who knew how to protect them from the risk of harm or abuse. Staff were knowledgeable about the different forms of abuse and how to report concerns of abuse or poor practice. Staff had access to care plans and risk assessments which informed them about the level of support and equipment people needed to support them safely.
People were supported by regular staff who were allocated enough time to meet their needs and travel between calls. Staff usually arrived on time and notified people if they were running late. The provider ensured that prospective new staff were suitable to work with people before they started work with them.
Where required staff ordered, collected and administered people’s medicines. Staff competency to administer medicine was regularly assessed to ensure ongoing safe management of medicines. Staff were aware of what action to take if they found people unwell when they visited and would support people to attend medical appointments where required.
People were supported by staff who had the skills and knowledge to meet their individual needs. Staff received training that was relevant to their role. Staff were well supported by the management team and could contact them at any time for support or guidance.
Staff sought people’s consent before supporting them and gave them choices to enable them to make day to day decisions. Where people were unable to make decisions for themselves, decisions made for them were made in their best interest by people who knew them well.
Staff were aware of people’s dietary needs and encouraged them to eat and drink enough to meet their nutritional needs. Staff prepared and served meals and drinks for people where required.
People received support from staff who were kind and considerate. Staff had built up good working relationships with people and their families. Staff treated people with respect and showed empathy for them. Staff promoted people’s dignity and independence.
People were supported by staff who knew them well. Staff provided individualised care that respected people’s needs and wishes. People received a flexible service which was responsive to changes in their needs or circumstances.
People had not had cause to complain but were happy to raise any issues with staff or management and were confident that they would be listened to. The provider had systems in place for dealing with complaints and we saw that complaints received were dealt with appropriately.
People and their relatives found the registered manager and staff friendly and approachable. There was a positive working culture where people, relatives and staff alike felt listened to by the management team. The registered manager was keen to gather people’s and staff views on how to develop the service. The registered manager had checks in place to monitor the quality and safety of the care provided and used the information to improve the service.