Archived: White Dove Care Ltd

Updated 30 August 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.

The inspection was carried out between 18 and 30 July 2018. We gave the service short notice of the inspection visit because the location provides a domiciliary care service and we needed to be sure they would be available. Inspection activity started on 18 July 2018 when we visited the providers office and spoke with the registered manager. On 23 July 2018 an expert by experience spoke on the telephone with three people who used the service and six relatives. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert by experience on this occasion had experience of both accessing and working in health and social care. On 30 July 2018 the inspector carried out telephone interviews with four care workers.

During the inspection we looked at the care records of three people who used the service. We looked at three staff recruitment files. We reviewed other records including medication records, risk assessments, meeting notes and audits.

Prior to the inspection we reviewed all the information we had about the service including statutory notifications and other intelligence. We also contacted the local authority commissioning and contracts department and the Clinical Commissioning Group, and Healthwatch to assist us in planning the inspection. We reviewed all the information we had been provided with from third parties to fully inform our approach to inspecting this service.

Updated 30 August 2018

The inspection of White Dove Care Ltd took place on 18 July 2018. We previously inspected the service on 7 August 2018, at that time we found the registered provider was not meeting the regulations relating to person centred care, consent, safe care and treatment, fit and proper persons employed and good governance. The registered provider sent us an action plan telling us what they were going to do to make sure they were meeting the regulations. On this visit we checked to see if improvements had been made.

This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to adults, on the day of our inspection nine people were receiving care and support from White Dove Care Ltd.

The service had a registered manager in place. 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. The registered manager and staff were aware of the action they should take if a person had a fall. Each of the care plans we saw contained a range of individualised risk assessments which included the actions taken to reduce identified risks. Where support was given to people in managing their medicines, this was safe.

Staff recruitment was safe and people told us staff were normally on time and staff did not miss their calls.

New staff received an induction when they commenced employment. Staff had completed training in a variety of topics and they received regular management supervision. This included field based observations of their practice.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff understood the requirements of the Mental Capacity Act 2005 and respected people’s right to make their own decisions.

Care plans recorded people’s dietary preferences and cultural requirements. People told us staff prepared food which met their individual tastes and cultural needs.

Everyone we spoke with told us staff treated them in a kind and caring manner. People told us staff communicated with them in their preferred language and respected their cultural preferences. Staff knew people well and ensured they supported people in a way which maintained their privacy and dignity. People had a care plan in place which was reviewed at regular intervals and was reflective of their needs, likes and preferences. We have made a recommendation about advance care planning for end of life care.

People told us they were satisfied with the service. They had regular contact with the registered manager and knew how to raise a concern if they were unhappy. Staff felt supported and listened to. The registered manager regularly monitored the performance of the organisation. The also ensured they obtained regular feedback from people who used the service and staff. We have made a recommendation about improving the organisations policies.