Archived: Netherclay Home Care

Updated 5 May 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 on 03 and 04 April 2018 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange for people receiving the service to be contacted in their own homes.

One adult social care inspector and two expert by experience carried out the inspection. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, the provider completed a Provider Information Return (PIR). This form asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the information in the last PIR and looked at other information we held about the service. At our last inspection of the service in December 2015, we did not identify any concerns with the care provided to people.

During our inspection, we spoke with the Director, registered manager, training manager, quality assurance consultant, care lead, three co-ordinators, the HR manager and four care workers. We looked at the care records and spoke with 22 people who received personal care and spoke with nine members of their family who were closely involved in their care and support. After the inspection, we contacted two health and social care professionals to seek their views on the service.

We also looked at records relevant to the management of the service. This included staff recruitment files, training records, medicine records, complaint and incident reports and performance monitoring reports.

Updated 5 May 2018

Netherclay Home Care is a Home Care Agency that provides personal care to people living in the Taunton area. At the time of this inspection, they were providing personal care for 135 people. They also provided a domestic service to people in their own homes.

At our last inspection, we rated the service good. 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 on going 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.

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At this inspection we found the service remained Good

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe. Staff understood how to recognise and report signs of abuse or mistreatment. Staff had received training on how to recognise the various forms of abuse, which was regularly updated and refreshed. The provider carried out risk assessments to identify any risks to people using the service and to the staff supporting them. There was a lone working policy, which staff knew about. Safe recruitment processes were completed.

The provider had recognised the need to recruit sufficient numbers of staff to keep people safe. There was a stable staff team, which provided people with continuity of care. The rota recorded details of people’s visit times and which staff would provide the visit. The registered manager or senior staff were on call outside of office hours and had access to the rota, telephone numbers of people using the service and staff with them.

Staff supported people safely with their medicines if required. Staff followed good infection control practice. Staff knew the reporting process for any accidents or incidents. Records showed that the provider had taken appropriate action where necessary, and made changes to reduce the risk of a re-occurrence of an incident. The service had suitable processes to assess people’s needs and choices, the care lead went out to assess people prior to a package of care commencing to check the service could meet the person’s needs.

Staff had appropriate skills, knowledge, and experience to deliver effective care and support. All new staff completed the Care Certificate. The Care Certificate is an identified set of national standards that health and social care workers should follow when they are new to working in the care sector. Records showed staff received comprehensive training, which enabled them to carry out their roles effectively. Staff received regular support and an annual appraisal from the registered manager and team leaders. Staff completed food hygiene training, they knew about good practice when it came to nutrition and hydration.

Staff asked people for their consent before delivering care or support and they respected people’s choice to refuse care. Care records showed that people signed a contract of care where they gave their consent to the care and support provided. All the people we spoke with said they had been included from the beginning in planning their care.

The provider was responsive to people’s needs. Staff supported people, and involved them, (as far as they were able), to draw up and agree their own support plan. All the relatives we spoke with said they had good communication with most staff at every level and were involved in their relative’s care.

People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

The service worked with health and social care professionals to ensure each person received a support package tailored to meet their individual needs. We spoke with professionals, who told us they could contact the provider by phone or email and they got a response straight away.

The provider sought people’s feedback and took action to address issues raised. There was a system in place to manage and investigate any complaints. People had information about how to make a complaint in their care records and in their home. The provider recorded incidents and accidents for patterns of behaviour. They used this information to consider any changes in a person’s support needs and how staff could meet those needs.

There was a management structure in the service, which provided clear lines of responsibility and accountability. Staff were valued by the provider and their contributions were appreciated and celebrated.

There were effective quality assurance arrangements at the service in order to raise standards and drive improvements. The service’s approach to quality assurance included completion of an

annual survey. There were some links with the community. Health and social care professionals

told us the agency was well managed. The provider had ensured they complied with all relevant

legal requirements, including registration and safety obligations, and the submission of

notifications

Further information is in the detailed findings below