Background to this inspection
Updated
28 April 2021
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 planned this inspection to check 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 completed the inspection.
Service and service type
This service is a domiciliary care service. It provides personal care to people living in their own apartments. The service had a manager registered with the Care Quality Commission, although they were absent at the time of this inspection. 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 site visit because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 06 April 2021 and ended on 07 April 2021.
What we did before the inspection
Before the inspection, we reviewed all the information we held about the service including previous inspection reports and notifications received by the CQC. A notification is information about important events which the service is required to tell us about by law. We requested feedback from other stakeholders including the local authority safeguarding team. 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 all this information to plan our inspection.
During the inspection
We spoke with two area managers and the manager supporting the service in the absence of the registered manager. We spoke with two members of staff and reviewed a range of records. This included two people's support plans and one person's medication records. We looked at a variety of records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to corroborate evidence found. We looked at training data and quality assurance records. The requested documents were provided in a timely manner and were used to inform our judgements. We also spoke with two people’s relatives about the quality of care provided.
Updated
28 April 2021
About the service
Your Life (Hertford) operates an assisted living scheme in a newly purpose-built private development called Edward House. The service is a domiciliary care agency and registered to provide personal care to older people living with dementia, physical disabilities and sensory impairments in their own flats. Flats are privately owned but people share some communal areas and facilities such as dining rooms, lounges and a wellbeing spa.
Not everyone using Your Life (Hertford) receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care' which 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 this inspection two people were receiving personal care.
People’s experience of using this service and what we found
People were safe and protected from avoidable harm because staff knew how to identify and report any concerns relating to the risk of abuse. The management team took appropriate actions following any incidents however learning and sharing from lessons needed embedding with staff. Risks to people’s health, safety and well-being were identified and measures were put in place to manage these risks. People were supported by staff who were recruited following a robust process. People’s medicines were managed safely.
Staff had received training in infection control practices and personal protective equipment such as gloves and aprons were provided for them.
Before care started the provider completed assessments to make sure people`s needs could be met by Your Life (Hertford). Care plans were developed from these assessments for each person’s identified needs. Staff received training and support to enable them to carry out their roles effectively. However, further higher-level training was required in areas such as dementia.
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. People's dietary needs and requirements were identified in their care plans and staff had a good understanding of how to support people with these.
Staff and the management team knew people well and they sought professional advice appropriately as people’s needs changed. Relatives praised the kind and caring nature of the staff team. People and relatives knew about their care and were in control of the support they needed. People received care and support as they wanted and in a manner they wanted. Relatives were confident to raise concerns with the management team.
The management team was committed to providing a high standard of care to the people they supported. Relatives and staff spoke highly of the management team and told us that they were always available and supportive. However, staff did feel recent management changes had been unsettling. Regular check and audits of the quality and safety of care had been carried out.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 03/04/2019 and this is the first inspection.
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.