SummaryWe considered our inspection findings to answer questions we always ask;
Is the service safe?
Is the service effective?
Is the service caring?
Is the service responsive?
Is the service well led?
This is a summary of what we found.
On the day of our inspection there were nine people receiving personal care by Overington Care Ltd in their own homes.
The summary is based on what we found at the inspection by looking at records and what people told us about their experiences of the service. We spoke with two people using the service and the relatives of three people who were unable to tell us themselves about their experiences. We also spoke with the registered manager who was also the provider and all of their staff team which included an administrator and two care workers.
The inspection was undertaken by one inspector over one day and included visiting two people receiving support in their own homes, contacting people by telephone and looking at records and systems at the provider's main office.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People who used the service told us they felt safe with the care workers that provided care and support for them. They told us they were treated with dignity and respect. Comments included 'They are like friends always very polite and helpful' and 'They are brilliant'.
The service had robust recruitment processes in place and undertook full employment checks when recruiting new care workers. This meant the service had taken all reasonable steps to ensure people were protected from risk of harm and suitable staff were employed appropriately to work with vulnerable people.
Is the service effective?
This service was found to be effective because we saw people were supported in a way that suited their personal needs and maintained their quality of life. People and their relatives told us they had been included in all decisions relating to the care they had received.
It was clear from our observations and from speaking with people and care workers they had a good understanding of people's care and support needs and they knew them well.
People's health and care needs were assessed and their care plans and assessments were reviewed monthly. Emotional wellbeing, work and leisure and expressing sexuality had been identified in people's care plans where required. This showed people were having care delivered effectively in accordance with their assessed needs.
Is the service caring?
We found the service was caring. People were supported by care workers who were understanding and sensitive to their needs. We were told by people and their relatives care workers met their care needs in a way that was appropriate for them.
All of the people we spoke with were very complimentary about the care provided by the service. People we spoke with gave examples of care workers going out of their way to meet their needs. For example one person told us, 'They have advised me how to access further support and suggested things which has made it easier for me to look after X'. One person described the care workers as 'really thoughtful and caring' and 'They always make sure I am alright'.
Is the service responsive?
We found the service was responsive because the service had appropriate systems in place for gathering, recording and evaluating information about the quality and safety of the overall service. Systems were in place to make sure the registered manager who was also the provider learnt from events such as accidents and incidents and risks were minimised.
The service took account of complaints and comments to improve the service. We saw a complaints procedure in the handbook given to people when they started using the service. The complaints procedure guided people who to contact if they wanted to make a complaint. We were told by the registered manager that because the service was small and they were actively involved in delivering personal care to all of the people supported by the service any small concerns raised were dealt with at the time. People we spoke with told us they had not had any reason to make a complaint and they felt the service would be responsive if they raised a concern. People were assured the service acted upon complaints, which were investigated and action was taken as necessary.
We found people's personal care records were accurate and fit for purpose.
Is the service well-led?
We found the service was well led. The registered manager was supported by a team of two care workers and an administrator. Care workers and people who used the service told us they found the registered manager very approachable. Comments included "she is brilliant, very caring and very nice" and 'I am very well supported, she is brilliant to work for'.
Care workers told us they were clear about their roles and responsibilities. They demonstrated a good understanding of the ethos of the service. This helped to ensure people received a good quality service at all times.