Background to this inspection
Updated
5 December 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 10 and 15 October 2018 and was announced.
We gave the service 48 hours’ notice of the inspection because we needed to contact people to ask their consent to be interviewed and to check the registered manager would be available on the day of the site visit. The inspection started on 10 October and ended on 15 October 2018. It included making telephone calls to people using the service, relatives and staff. We visited the office location on 15 October 2018 to see the registered manager and review care records and policies and procedures.
The inspection visit was carried out by one inspector, an assistant 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 care service. The expert had personal experience of a loved one receiving care.
We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed other information we held about the service. This included statutory notifications regarding important events which the provider must tell us about. We contacted commissioners and no information of concern was received about the provider.
During the inspection we spoke with three people using the service and one relative. We spoke with six care staff, the deputy manager and the registered manager.
We reviewed the care records in relation to two people using the service, two staff recruitment files and records of staff training. We also reviewed records in relation to the providers oversight and quality monitoring of the service such as, feedback from people using the service. Quality audits, announced home visits, unannounced staff spot checks, complaints, compliments and the providers policies and procedures.
Updated
5 December 2018
This inspection took place on 10 and 15 October 2018 and was announced.
Eastview Healthcare Services Ltd was registered with the Care Quality Commission in October 2017 and this was the first inspection of the service.
Eastview Healthcare Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The service is registered to provide ‘Personal Care’ to older and younger adults, children and people with mental health and learning disabilities.
Not everyone using Eastview Healthcare Services Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
The registered provider was also the registered manager of the service. 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 protected from the risk of harm. Staff had been trained in safeguarding people and understood how to report any concerns of abuse. Risks to people’s safety were assessed to ensure preventative action was taken to reduce the risk of harm to people.
People were supported with their medicines in a safe way. People’s nutritional needs were met, and they were supported with their health care needs when required. The service worked with other organisations to ensure that people received coordinated care and support.
People were protected by safe recruitment procedures to ensure staff were suitable to work in care services. There were enough staff to meet people's needs. Staff received training for their role and ongoing support and supervision to work effectively.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. The registered manager and staff demonstrated their understanding of the Mental Capacity Act, 2005 (MCA) and gained people's consent before providing their care and support.
People were involved all aspects of their care. People’s care plans information available about people’s preferences, daily routines and diverse cultural needs. Staff had a good understanding of people's needs and preferences and worked flexibly to ensure they were met.
People and their relatives were happy with staff who provided their personal care and had developed positive trusting relationships. People were treated with dignity and respect, and their rights to privacy were upheld.
People, relatives and staff were encouraged to provide feedback about the service they all spoke positively about the staff team and how the service was managed. The comments we read in the satisfaction surveys were very complimentary. For example, one relative wrote, ‘The staff managed to come out during the rain, snow and ice and in all weathers. Thank you very much for the care and compassion shown to [Name of person] during the five weeks he received care. This made it possible to stay at home, which is where he always wanted to be.’
The registered manager and staff team were committed to following the vision and values of the service in providing good quality care. The registered manager was aware of their legal responsibilities and provided effective leadership and support to staff. Quality assurance systems were used to monitor and assess the quality of the service to drive continuous improvement. The registered manager worked in partnership with other agencies to meet people’s needs.