Dream Home Care Ltd

Dream Home Care is a domiciliary care agency registered to provide personal care to people in their own homes. The service provides support to people of different abilities. The services they provide include personal care and medicines support. At the time of inspection, the service provided care to 34 people who received personal care. The Care Quality Commission (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:

People and family members were satisfied with the care and support provided by the service. They told us they could rely on care staff to provide care safely and felt comfortable in their presence. They were complimentary about how the service was managed and told us that care staff were kind, caring and respectful. People’s privacy, dignity and independence was respected and promoted.

People were protected from abuse. Staff had received training on how to safeguard people and were aware of the procedure to follow if they suspected that people were subject to abuse.

Risks associated with people's care were assessed and monitored. Assessments were person centred and care was responsive to people's needs. Care plans provided staff with the information to manage the identified risks.

Staff were safely recruited by the service.

Appropriate medicines management and administration processes were in place.

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

Measures to prevent and control the spread of infections were in place.

Staff had the knowledge and skills to safely and effectively meet people's needs.

People's care plans included information about what support people wanted and how they wanted the service to provide the support for them. However, we found some inconsistencies in relation to information in some people’s care plans and made a recommendation in relation to this.

There was a complaints policy and procedure in place. The registered manager and staff were open and transparent throughout the inspection and responded to requests positively.

Governance systems were in place to ensure aspects of the service and quality of care provided were continuously assessed and monitored. A range of audits were carried out to monitor the quality and safety of service provision.

Management evaluated the quality of support provided to people, involving the person, their families, and other professionals as appropriate.

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

Rating at last inspection and update

The last rating for the service was good (26 July 2018).

Why we inspected:

This was a planned comprehensive inspection to review the key questions, Safe, Effective, Caring, Responsive and Well-led and rate this service.

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have made a recommendation in relation to care plans.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next

Inspect.

Dream Home Care Ltd is a domiciliary care agency registered to provide personal care to people in their own homes. At the time of our inspection, the service told us that they were providing care to ten people. CQC only inspect the service received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

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.

The service was registered with the CQC in May 2017. This inspection on 30 May 2017 was the first inspection for the service.

During the inspection we spoke with one person who used the service and three relatives of people who used the service. They spoke positively about the service and said that care workers were caring and kind. Feedback from relatives indicated that positive relationships had developed between people using the service and their care worker and people were treated with dignity and respect.

Systems and processes were in place to help protect people from the risk of harm and care workers demonstrated that they were aware of these. Care workers had received training in safeguarding adults and knew how to recognise and report any concerns or allegations of abuse. Risks to people were assessed and identified according to people’s specific needs.

People and relatives told us that they were confident that care workers had the necessary knowledge and skills they needed to carry out their roles and responsibilities. Care workers spoke positively about their experiences working for the service. They told us that they received continuous support from management and morale amongst staff was good. Spot checks were in place to assess care worker’s competency.

We checked the arrangements in place in respect of medicines. Care workers had received medicines training and policies and procedures were in place. We looked at a sample of Medicines Administration Records (MARs) and found that there were no unexplained gaps in these.

People received care that was responsive to their needs. People's daily routines were reflected in their care plans and the service encouraged and prompted people's independence. Care plans included information about people's preferences.

There was consistency in the level of care people received. One person and relatives told us care workers turned up on time and the same care worker provided care on a regular basis. The service had a system in place to monitor care workers punctuality and attendance.

A complaints procedure was in place and we noted that no formal complaints had been received. One person and relatives we spoke with tod us they thought the service was well managed and raised no concerns.

Systems were in place to monitor and improve the quality of the service. The service had a comprehensive system in place to obtain feedback from people about the quality of the service they received through regular reviews and telephone monitoring.

The service undertook a range of audits of the quality of the service and took action to improve the service as a result. Audits had been carried out in relation to care documentation, staff files, medicines and training.