Archived: Somerset Care Community (West Somerset)

Updated 13 May 2015

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 in the service office on 9 December, 18 December and 31 December and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to ensure we could meet the manager and staff during the day. We also visited people in their homes on 17 December 2014.

Before the inspection, the provider completed a Provider Information Return (PIR). This document enables the provider to give key information about the service, what the service does well and improvements they plan to make. We looked at the information in the PIR and also information we held about the service before the inspection visit. At our last inspection on 11th December 2014 we did not identify any concerns with the care provided to people. However we have received concerns about staff shortages and missed calls during the autumn of 2014.

During the inspection we went to the provider’s office and spoke to the manager and members of the service management and supervisory team. We spoke to care staff. We reviewed the care records of six people. We reviewed the records of six staff and records relating to the management of the service.

We visited four people in their own homes and contacted 40 people to ask their views of the service they received. We were able to speak to 32 people or their relatives. Four social care professionals gave us their view of the service.

Summary here>

Updated 13 May 2015

We carried out an announced inspection of Somerset Care Community (West Somerset) that began on 9 December 2014.

The service has a registered manager. 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. At our last inspection on 11th December 2013 the service was meeting the regulations.

Somerset Care Community provides personal care services to people in their own homes. At the time of the inspection 227 were receiving personal care. Some people also received support with shopping and cleaning. These activities are not regulated by us and form no part of the inspection.

People were kept safe and free from harm however there were not always appropriate numbers of staff employed to meet people’s needs and provide a flexible service. Staff sickness and unplanned absences meant that at times calls were late. People were also sometimes asked if they were able to manage without a call which had been planned. A significant number of people told us they had experienced problems with late calls or missed visits.

People’s risks were well managed by assessments of risk being undertaken and information provided to reduce the risks.

Staff knew people they were supporting most of the time and provided a personalised service planned to meet their needs. Apart from one instance care plans were in place detailing how people wished to be supported and involved in making decisions about their care. When people had regular staff they looked forward to them coming to their homes.

Staff received regular training and were knowledgeable about their roles and responsibilities. People told us staff had the skills, knowledge and experience required to provide effective care. .

People were supported to eat and drink when this was part of their support plan. Staff liaised with GPs and other healthcare professionals as required to meet people’s needs. They responded to people’s health problems and requested appropriate assistance from other health professionals.

The registered manager was accessible and approachable. Staff, people who used the service and relatives felt able to speak with the manager and provided feedback on the service.

The service had a quality assurance programme developed and implemented by the provider. The system was based around “themed conversations” with people and staff and was completed on a quarterly basis. Planning of care and out of hours support had been identified as areas to be improved by the re-organisation but this had not been achieved yet.

Feedback from people and relatives during the inspection indicated that the provider had not been able to take enough steps to resolve the issues regarding irregular carers, late and missed calls to people.