Archived: Out of Hours Team

Updated 7 July 2018

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 7 and 8 June 2018. We announced the inspection because we wanted to make sure somebody would be available at the office. The inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of service. For this inspection the expert by experience made telephone calls to people who used the service, or their relatives, so they could tell us their views about the support they received from the Out of Hours Team.

Before the inspection we reviewed the information we held about the service. This included looking at information we had received about the service and statutory notifications we had received from the service. We also contacted the local authority commissioning and safeguarding teams and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We asked the provider to complete 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. The provider returned the PIR and we took this into account when we made judgements in this report.

We spoke on the telephone with four people who used the service and ten relatives of people who used the service. We spoke with the registered manager, the team leader and three members of care staff.

We looked at three people’s care records, three staff files and the staff training matrix as well as records relating to the management of the service.

Updated 7 July 2018

This inspection took place on 7 and 8 June 2018. We announced the inspection to make sure there was somebody available at the office to speak with us. There were 42 people using the service at the time of our inspection. This was the first inspection of this service since it registered with the Care Quality Commission in June 2017. The service had previously been registered but due to changes in the provider’s registration this is classed as the first inspection.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older people and younger adults living with disabilities.

A registered manager was in position. 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.

The registered manager was not able to be present on the first day of the inspection but was present on the second day.

All of the people we spoke with said they felt that either they or their relative felt very safe with their care staff. Staff we spoke with understood their responsibilities in keeping people safe. Staff knew what to do if they thought anybody was at risk.

Accidents and incidents were reported appropriately and reviewed to look for any themes or trends which could be mitigated against.

Medicines were safely managed and medicines audit systems were in place.

Staff signed to say they had read and understood the detailed risk assessments in place to promote people’s safety.

Staff records showed the recruitment process was robust and staff were safely recruited.

Training was delivered to staff in order to help them meet people's specific needs. An induction process was in place and staff training was up to date. Competency checks were routinely carried out.

Staff confirmed they received regular effective supervision and appraisal and told us they were very well supported by the team leader and registered manager.

All of the people we spoke with told us staff were very caring.

People and their relatives had been involved in the development and review of their person-centred and detailed care plans.

Staff told us they worked closely with the out of hours district nurse team and would contact them if they had any concerns about a person’s wellbeing. People gave us examples of how staff had sought medical attention for them when they became ill.

People told us they knew what do if they needed to complain about the service. Complaints were managed effectively.

Systems were in place to monitor the quality and safety of the service and to obtain people’s views.

People told us the service was well led and said they would recommend it.