18 December 2019
During a routine inspection
The service is a domiciliary care agency providing care and support to people living in an extra care housing complex. This consisted of separate flats within the housing complex. 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. At the time of our inspection, 30 people were receiving personal care and support.
People’s experience of using this service and what we found
Systems to engage and involve people using the service, the public and staff had not been fully implemented but the provider was in the process of introducing new systems such as three monthly calls to check on people’s wellbeing and care plans reviews.
There were systems in place to monitor the quality of the service. People and staff felt supported by the care team leaders and the new acting manager.
People told us they felt safe. Staff understood their responsibilities to protect people from abuse and to report any concerns if they had any. Risk was assessed and managed. Staff had enough time to spend with people and could meet their needs. People’s medicines were managed in a safe way.
Staff knew how to meet people’s needs and had the training and support they required. People were supported to eat and drink and have a balanced diet. People had access to the healthcare services they required.
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.
Staff were caring and kind. People and staff had developed positive relationships and staff knew people well. People were able to make choices and decisions about their care and support. Staff maintained people’s privacy, dignity and independence.
All care plans were being reviewed to make sure they met people’s needs and preferences. People received person centred care. Opportunities were provided for people to socialise and to follow their interests and hobbies. People knew how to make a complaint and would feel confident doing so. Staff had received training about end of life care and advanced care plans were being introduced.
Rating at last inspection
This service was registered with us on 29 October 2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
We have found evidence that the provider needs to make improvements. Please see the well-led sections of this full report.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.