Updated 7 September 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 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 two inspectors and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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
This inspection was unannounced. Inspection activity started on 22 July and ended on 30 July 2021. We visited the office location on 22 and 27 July 2021. We made phone calls to people on 29 and 30 July 2021.
What we did before the inspection
We reviewed information we had received about the service since they registered. We reviewed statutory notifications submitted by the provider. Statutory notifications contain information providers are required to send to us about significant events that take place within services. 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.
During the inspection
We spoke with six care staff, two allocation staff, two area coordinators, one medicines compliance officer, the location manager and the registered manager.
We reviewed a range of records. This included ten people’s care records and multiple medication records. We looked at eight staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures and quality assurance audits were reviewed.
After the inspection
After the inspection we telephoned 10 people and two relatives to hear about their experiences of the care provided. We also spoke with two professionals who regularly visit the service. Additionally, we continued to seek clarification from the provider to validate evidence found.