Background to this inspection
Updated
15 September 2016
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.
The inspection took place on the 23 August 2016 and was announced. The provider was given 48 hour’s notice because the location provides a domiciliary care service. We wanted to be sure that someone would be in the office to speak with us. The inspection team consisted of one inspector.
On this occasion we did not ask the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
Before the inspection we checked the information that we held about the service and the service provider. This included statutory notifications sent to us by the registered manager about incidents and events that had occurred at the service. A notification is information about important events which the service is required to send us by law. We used all this information to decide which areas to focus on during our inspection.
During our inspection we spoke with three people and two relatives who use the service over the telephone, four support workers, a company administrator, operations manager and the registered manager. We observed staff working in the office dealing with issues and speaking with people and staff over the telephone.
We reviewed a range of records about people’s care and how the service was managed. These included the care records for four people, medicine administration records (MAR), four staff training records, support and employment records, quality assurance audits, incident reports and records relating to the management of the service. We spoke with two health care professionals after the inspection to gain their views of the service.
The service was last inspected on 3 March 2014 with no concerns.
Updated
15 September 2016
The inspection took place on the 23 August 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. We wanted to be sure that someone would be in to speak with us.
Direct Support Professionals is a domiciliary care agency that provides care and support to people in their own homes. The service specialises in supporting people with mental health issues and learning disabilities. At the time of our inspection 11 people were receiving a care and support service with an age range of 20 to 75 years.
The service had a registered manager. 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.
The experiences of people were positive. People and relatives told us they felt safe using the service, that staff were kind and the care they received was good. One person told us “I feel safe using the service, because the staff are nice and supportive. A relative told us “Yes, I feel my relative is in safe hands. A very safe service”.
There were good systems and processes in place to keep people safe. Assessments of risk had been undertaken and there were clear instructions for staff on what action to take in order to mitigate them. Staff knew how to recognise the potential signs of abuse and what action to take to keep people safe. One member of staff told us “I would make sure the person is safe and report to the office straight away. We have detailed training on safeguarding”. The registered manager made sure there was enough staff at all times to meet people’s needs. When the employed new staff at the service they followed safe recruitment practices.
The provider had arrangements in place for the safe administration of medicines. People were supported to take their medicines by staff that had been trained and were assessed as being competent. People were supported to maintain good health and had assistance to access health care services when needed.
The service considered people’s capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. Staff observed the key principles in their day to day work checking with people that they were happy for them to undertake care tasks before they proceeded.
Staff felt fully supported by the registered manager to undertake their roles. They were given training updates, supervision and development opportunities. For example, staff were offered to undertake additional training and development courses to increase their understanding of the needs of people using the service. One member of staff told us “We have lots of good training and can also work on a diploma in health and social care. We also get updates yearly”.
People and relatives told us that staff were kind and caring. Comments included “Staff are very nice and helpful” and “Yes they are caring and nice to me”. Relative’s comments included “They are good caring staff, who are kind and considerate” and “Everyone is very caring and helpful”.
People and relatives confirmed staff respected their privacy and dignity. Staff had a firm understanding of respecting people within their own home and providing them with choice and control. People were supported where required at mealtimes to access food and drink of their choice.
The registered manager monitored the quality of the service by the use of regular checks and internal quality audits to drive improvements. Feedback was sought by the registered manager through surveys which were sent to people, relatives and staff. Survey results were positive and any issues identified acted upon. People and relatives we spoke with were aware of how to make a complaint and felt they would have no problem raising any issues. One person told us “I am happy with everything, no concerns, nothing. If I did I would say”.
People and relatives said they were happy with the management of the service. One person told us “I have met the manager and speak to them. They are very nice too”. A relative told us “Approachable manager and office staff, who are lovely”.