Archived: The Hollyhocks

Updated 26 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 announced inspection took place on 21 and 24 March 20176 and was undertaken by one inspector. The provider was given less than 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone would be available.

Before the inspection, we reviewed the previous inspection report and checked the information we held about the service including statutory notifications. A notification is information about important events which the provider is required to send us by law.

We contacted the health and social care commissioners who help place and monitor the care of people living in the home.

During the inspection we spoke with four people using the service, two support staff, a team leader, the deputy manager and the provider. We also spoke to two relatives.

We reviewed the care records of three people who used the service, two staff recruitment files and records relating to the management and quality assurance of the service.

We took time to observe the interactions between those people with limited communication skills and the staff.

Updated 26 April 2017

This inspection took place on 21 and 24 March 2017 and was announced. The service is registered to provide personal care to people living in their own homes or shared accommodation when they are unable to manage their own care. At the time of the inspection there were seven people using the service.

The provider was also the registered manager at the time of our 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 actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. People were safe with the staff that supported them in their own home. Staff understood the need to protect people from harm and knew what action they should take if they had any concerns.

People had support plans that were personalised to their individual needs and wishes. Records contained detailed information to assist staff to provide care and support in an individualised manner that respected people’s individuality and promoted treating people with dignity.

Staffing levels ensured that people received the support they required safely and at the times they needed. The recruitment practice protected people from being cared for by staff that were unsuitable to work in their home.

People received care and support from staff that were passionate about empowering and promoting people’s independence and were friendly and kind. Staff had the skills and knowledge to provide the care and support people needed and were supported by a provider who was receptive to ideas and committed to providing a high standard of care.

Care records contained risk assessments to protect people from identified risks and help to keep them safe. They gave information for staff on the identified risk and informed staff on the measures to take to minimise any risks.

People were supported to take their medicines as prescribed. Records showed that medicines were obtained, stored, administered and disposed of safely. People were supported to maintain good health and had access to healthcare services when needed.

Staff had good relationships with the people who they supported. The provider led a management team which was approachable and supportive. There were systems in place to monitor the quality of the service provided. Staff and people were confident that issues would be addressed and that any concerns they had would be listened to.