Background to this inspection
Updated
14 December 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 14 November 2019 and ended on 15 November 2019. We visited the office location on 14 November 2019.
What we did before the inspection
We reviewed information we had received about the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used this information to plan our inspection.
During the inspection
We spoke to four members of staff including the registered manager and care staff. We spoke with a person who used the service and two relatives about their experience of the care provided.
We reviewed a range of records. This included three people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We sought and received feedback from three health and social care professionals.
Updated
14 December 2019
About the service
White Heart Care Services is a care at home service and was providing personal care to eight people at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
Staff received training during an induction period, and shadowed senior staff before working alone. Staff told us the registered manager was very supportive and they could ring him for help if they were unsure about anything. Staff took time when supporting people to eat and drink. People’s care was assessed frequently by the registered manager and changes made after discussion with people and other healthcare professionals. People were supported to make their own decisions about their care.
People were kept safe while using the service by staff who were recruited in line with regulation. Risks for people were assessed and documented in their care plans, and copies of the care plans were kept in people’s homes and in the office so staff had easy access to them. Medicines were administered safely in line with the service policy. Staff used protective equipment and kept people’s homes clean to control the risk of infection.
Staff were kind and caring and feedback we received from people was positive. A person told us the care was, “Really, really good.” And, “I have no complaints. This is better than the service I had before.” The registered manager arranged for people’s care to be provided by the minimum number of staff possible and people were very happy with the continuity of care this gave. People told us they appreciated having only one or two carers, so they could get to know each other well. People felt their privacy was respected and staff treated them in a dignified manner.
The registered manager had detailed care plan templates to ensure each person’s care was fully assessed and recorded. People could speak to the registered manager at any time and change the details of their care if they wanted to. People told us they saw the registered manager often and felt confident to talk to him. People were supported by staff to go out to appointments or for leisure activities if they wished.
The registered manager put people’s care needs at the centre of the service and ensured staff understood this was a key point of the service. The registered manager continually assessed the service. Audits were carried out to check the daily care records and to assess medicine administrations. The staff team worked together to ensure people had good care and told us they felt well supported by the registered manager. The service worked well with other care agencies and health and social care providers to improve care for people. A social worker told us, "I couldn’t rate White Heart Care highly enough if I'm honest."
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
This service met the characteristics of Good. More information is in the ‘Detailed Findings’ below.
Why we inspected
This service was registered with us on 26/11/2018 and this is the first inspection. Newly registered services are assessed to check they are likely to be safe, effective, caring, responsive and well-led.
This was a planned comprehensive inspection that was scheduled to take place in line with Care Quality Commission (CQC) scheduling guidelines for adult social care services.
Follow up
We will continue to monitor information we receive about the service until we return to visit. If we receive any concerning information we may inspect sooner
For more details, please see the full report which is on the CQC website at www.cqc.org.uk