Background to this inspection
Updated
23 October 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This comprehensive inspection took place between 24 September and 2 October 2018 and was announced. We gave the service 24 hours’ notice of the inspection visit because it is a community based service and we needed to be sure the office would be staffed. The inspection was carried out by one adult social care inspector and an 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 service.
Inspection site visit activity started on 26 September and ended on 27 September 2018. It included visits to the office location to see the registered manager and office staff; and to review care records and policies and procedures. We made telephone calls to staff, people and relatives on 24 September and 2 October 2018.
During the inspection we spoke with four people and eight relatives. We also spoke with six members of staff, including the registered manager, the human resources manager, the risk assessment and monitoring officer, a supervisor and two care workers. We looked at three people’s care records and twelve people’s medicine records. We reviewed two staff files, including records of the recruitment process. We also reviewed supervision, appraisal and training records as well as records relating to the management of the service.
Before the inspection took place we reviewed the information we held about the service. This included notifications we had received from the provider. Notifications are reports about changes, events or incidents the provider is legally required to let us know about.
Due to technical problems, the provider was not able to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.
As part of our planning we contacted the local authority commissioners of the service, the local authority safeguarding team and the local Healthwatch to gain their views of the service provided. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the feedback that they gave us to inform our planning and judgements.
Updated
23 October 2018
The inspection took place on 24, 26 and 27 September and 2 October 2018 and was announced. This meant the provider knew we would be inspecting on these dates.
Hendon Community Care Centre is a domiciliary care agency that provides personal care and support to people in their own houses and flats in the community. It provides a service to older adults. At the time of the inspection there were 53 people receiving a regulated activity.
At our last comprehensive inspection in February 2016 we rated the service as ‘Good’ overall. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
People and relatives felt the service was safe. Staff were confident in how to safeguard people from abuse and had received relevant training. Risks to people’s safety and wellbeing were assessed and managed. People’s medicines were administered in accordance with best practice and managed in a safe way. Staffing levels were appropriate and reflected people’s needs. The provider employed robust recruitment procedures to keep people using the service safe.
People and relatives told us that staff knew how to support them effectively. Staff received regular training, supervisions and annual appraisals to support them in their roles. 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 were supported with their nutritional needs and were supported to access a range of health professionals.
Staff treated people with dignity and respect at all times. People told us they felt comfortable with staff. Staff spoke highly of people and told us how much they loved their jobs. People were supported in a way that promoted their independence and choice. The service used a variety of methods to communicate effectively with people, depending on their needs. People would be supported to access advocacy services should they wish to.
Care plans were in place for meeting each person's individual needs. They were personalised, detailed and included people’s preferences. Regular reviews were carried out with people about their care and support. People and relatives told us they knew how to raise concerns and felt confident in doing so. The provider had a complaints policy and procedure which was accessible to people. Complaints received were investigated and actioned in accordance with the policy and procedure.
There was an effective quality monitoring process. People’s views were sought by the service via questionnaires and all feedback received was positive. Staff, people and relatives all spoke highly about the management of the service and the open communication culture. The service communicated effectively with staff in the form of group and one to one meetings. Staff told us they felt the registered manager was very supportive. The service received numerous compliments from relatives of people who received support, as well as health professionals.
Further information is in the detailed findings below.