One to One Plus North

Updated 19 March 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

This inspection was carried out by one inspector.

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.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a domiciliary service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 29 January 2020 and ended on 06 February 2020. We visited the office location on 29 January 2020

What we did before the inspection

We used the information the provider sent us in the provider information return. 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. This information helps support our inspections.

We also reviewed the information we already held about the service. This included notifications sent to us by the provider. Notifications are information about specific incidents the service is required to tell us about.

During the inspection

During this inspection, we spoke to two people and two relatives. We spoke with five members of staff, this included care staff, locality managers and the registered manager. We reviewed a range of records, this included two care plans and medicine records and two staff personnel files. We also reviewed documents relating to the management of the service including quality assurance documents, policies, accidents and incidents and safeguarding documents.

Updated 19 March 2020

About the service

One to One plus North is a domiciliary service provided by Outreach 3 Way, which is part of Dimensions. One to One plus North provide personal care to 20 people of varying ages in their own homes or supported living services. 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 were not always supported to have maximum choice and control of their lives. Staff did not always support them in the least restrictive way possible and in their best interests. The policies and systems in the service did not always support this practice.

Peoples topical prescriptions, such as creams and lotions were not always stored in-line with best practice guidance. Oral medicines were administered, stored and recorded safely. People were supported by staff who had been recruited and trained safely. Staff were knowledgeable about safeguarding and were aware of systems in place to keep people safe from abuse. Accidents and Incidents were recorded and used to improve the safety of the service.

End of life care planning was not always in place for people. Peoples day to day care was personalised to them, care was flexible and driven by people's needs and wishes. People were supported to be a part of their local community and pursue activities that they enjoyed.

Management oversight was not always robust and had not identified concerns identified in this inspection. The registered manager encouraged a culture of continuous learning and improvement and encouraged regular feedback from people and families in order to drive the improvement of the service.

We have made recommendations regarding, how the mental capacity act is implemented and quality assurance of the service.

People were treated with kindness and respect. Staff understood and responded to people's different communication styles and people were supported to make choices regarding their care

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good. (Published 27 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.