Archived: 19a Rock Street

Updated 15 March 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of one inspector.

The service is required to have a registered manager:

There was no registered manager at the service. However, there was a manager working at the service and responsible for the day to day running. They were in the process of registering with Care Quality Commission to become the registered manager. The registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to people living with a learning disability, those on the autistic spectrum and people living with mental health needs.

Not everyone using 19A Rock Street receives regulated activity; CQC only inspects the service being 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. At the time of the inspection twenty two people were using the service but only two people received support with personal care.

Notice of inspection:

We gave the service 48 hours' notice of the inspection visit because we needed to be sure the management would be in the office. We visited the office on 7 February 2019 to see the manager and to look at the records.

What we did:

Before the inspection we reviewed the information, we held about the service and the service provider. The registered provider completed 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. We looked at the notifications we had received for this service. Notifications are information about important events the service is required to send us by law. During the office site visit we looked at records, which included two people's care and medicines records. We checked training records and looked at a range of records about how the service was managed. We also spoke with the manager, a senior manager from the provider the duty manager and nine support workers. We spoke with one person to gather their views about the support received.

Updated 15 March 2019

About the service: 19A Rock Street is a domiciliary care agency and provides support with personal care to people living in their own homes. At the time of the inspection two people received personal care from the service.

At this inspection we found the service to be Good overall. However, the well-led question remained Requires Improvement. For more details, please see the full report which is on the CQC website at www.cqc.org.uk

People’s experience of using this service:

We found some improvements were needed to people’s records to ensure they contained all the information about people and fully reflected people’s risks and support needs. We made a recommendation about this.

Staff had a good understanding of the risks associated with the people they supported. Risk assessments provided further information for staff. People were protected from the risks of harm, abuse or discrimination because staff knew what actions to take if they identified concerns.

People were supported to receive their medicines when they needed them. There were enough staff working to provide the support people needed, at times of their choice. Recruitment procedures ensured only suitable staff worked at the service.

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. People's health and well-being needs were met. They were supported to have access to healthcare services when they needed them. Staff received training that enabled them to deliver the support that people needed. Staff received support from the manager and their colleagues.

People were supported by staff who knew them well. Staff understood people’s needs, choices and histories and knew what was important to each person. People were treated with kindness, respect and understanding. They were enabled to make their own decisions and choices about what they did each day.

People received support that was person-centred and met their individual needs, choices and preferences. People’s hobbies and interests were included in their support to ensure their well-being needs were met. Complaints had been recorded, investigated and responded to appropriately.

The manager was well thought of and supportive to people and staff. They had a good overview of the service. There were systems in place to assure quality and identify if improvements to the service were needed.

Rating at last inspection: Requires improvement. (Report published 22 February 2018).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.