Background to this inspection
Updated
21 April 2020
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
One inspector carried out this inspection.
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 a short period notice of the inspection to ensure people had an opportunity to consent to a home visit or a telephone call from an inspector.
What we did before the inspection
We reviewed information we had received about the service since it was registered with us. We sought feedback from the local authority and professionals who work with the service. We did not ask the provider to complete a provider information return on this occasion. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make.
During the inspection
We visited and spoke with three people who used the service and two relatives and friends about their experience of the care provided. We spoke with two members of staff, the provider and the registered manager.
We reviewed a range of records. This included three people’s care records and medication records. We looked at one staff file in relation to recruitment and a variety of records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We received feedback from with two social care professionals.
Updated
21 April 2020
About the service
Lovehands Care Services provides a care and support service to people who live in their own homes in and around Swadlincote. At the time of our inspection 22 people were receiving a service. 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
People felt safe when being supported. The staff knew how to protect people if they suspected they were at risk of abuse or harm and how to report concerns. Risks had been identified and staff understood how to support people to reduce risk and protect them from potential harm, without restricting their rights. People were supported to have their medicines when these were needed. Recruitment checks were completed to ensure new staff were of good character and sufficient staff were available to meet people's support needs and provide their care.
People had been involved with developing their care plan, which included details of how they wanted to be supported. People made decisions about their care and were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests.
Staff received an induction when they started working in the service and bespoke training to ensure they understood how to support people’s individual needs. People felt the staff had the right skills to provide the care they wanted. People’s health was monitored, and staff worked together with health professionals to ensure they remained well. When people required assistance to eat and drink, the provider ensured that this was planned to meet their preferences.
People received care from a small team of staff who they had developed good relationships with. People were happy with how the staff provided their care and were positive about the support they provided. Staff knew what was important to people, their independence was promoted, and their privacy and dignity were upheld.
People’s care was reviewed, and the support was flexible and responsive to changes including receiving their care at a time they wanted it. People felt comfortable raising any issues or concerns, and there were arrangements in place to deal with people's complaints.
New systems were being developed to record how the provider assessed and monitored the quality of care. People were encouraged to share their experiences and views and they felt the provider and staff listened to them, to ensure they received the service they wanted.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The service was registered with us in February 2019 and this is the first inspection
Why we inspected
This was a planned inspection based on the date the service was registered with us.
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.