We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

Transcription

1 Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Dorset County Council Community Support Services Home Care Centre, Colliton Annexe, County Hall, Colliton Park, Dorchester, DT1 1XJ Date of Inspections: 27 January January January January 2014 Tel: Date of Publication: February 2014 We inspected the following standards as part of a routine inspection. This is what we found: Care and welfare of people who use services Management of medicines Staffing Assessing and monitoring the quality of service provision Met this standard Met this standard Met this standard Met this standard Inspection Report Dorset County Council Community Support Services February

2 Details about this location Registered Provider Registered Manager Overview of the service Type of service Regulated activity Dorset County Council Mrs. Patricia Goulding Dorset County Council Community Support provides reablement and assessment services to people in their own homes. This support is short term and in most situations is provided for up to six weeks. The service covers the Dorset local authority area. Domiciliary care service Personal care Inspection Report Dorset County Council Community Support Services February

3 Contents When you read this report, you may find it useful to read the sections towards the back called 'About CQC inspections' and 'How we define our judgements'. Summary of this inspection: Page Why we carried out this inspection 4 How we carried out this inspection 4 What people told us and what we found 4 More information about the provider 5 Our judgements for each standard inspected: Care and welfare of people who use services 6 Management of medicines 8 Staffing 10 Assessing and monitoring the quality of service provision 11 About CQC Inspections 13 How we define our judgements 14 Glossary of terms we use in this report 16 Contact us 18 Inspection Report Dorset County Council Community Support Services February

4 Summary of this inspection Why we carried out this inspection This was a routine inspection to check that essential standards of quality and safety referred to on the front page were being met. We sometimes describe this as a scheduled inspection. This was an unannounced inspection. How we carried out this inspection We looked at the personal care or treatment records of people who use the service, carried out a visit on 20 January 2014, 21 January 2014, 23 January 2014 and 27 January 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with staff and reviewed information given to us by the provider. We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service. What people told us and what we found We spoke with 21 people who used the service, five relatives and 12 members of staff. People were happy with the service they received. One person said, "Excellent service, a life line, a wonderful team of care workers, I don't think I could have managed without them." The service was responsive to people's needs and care was planned and delivered appropriately. Arrangements were in place for the safe administration of medicines. We looked at arrangements for managing medicines in five people's homes, and reviewed the records of three further people. We saw that people were encouraged to take an active role in managing their medicines whenever possible and this was done safely and respectfully. There were enough staff with the appropriate skills and knowledge to meet the needs of the people using the service. People told us that the staff who came to support them were skilled at their jobs. One person told us, "They follow their policies and procedures, and they are all very good." Another person said, "They seem very competent and caring altogether." The provider had a system in place to monitor and assess the quality of the service that people received. People's views were considered as part of quality monitoring. Inspection Report Dorset County Council Community Support Services February

5 You can see our judgements on the front page of this report. More information about the provider Please see our website for more information, including our most recent judgements against the essential standards. You can contact us using the telephone number on the back of the report if you have additional questions. There is a glossary at the back of this report which has definitions for words and phrases we use in the report. Inspection Report Dorset County Council Community Support Services February

6 Our judgements for each standard inspected Care and welfare of people who use services Met this standard People should get safe and appropriate care that meets their needs and supports their rights Our judgement The provider was meeting this standard. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Reasons for our judgement We spoke with 21 people who used the service and five relatives. They were happy with the care they received from the service. We also saw from feedback gathered at the end of care packages that people were appreciative of the support they received. One person told us, "They make it all ok." Another said, "I would recommend it without reservation." Care was assessed and reviewed in a timely manner. We looked at ten care plans and saw that goals were added, and amended, as people's needs changed. We saw that assessments were carried out before care and support was provided and that this was led by the goals the person wished to achieve. People felt they had received enough information and been involved in the planning of their care. One person told us, "The lady came and sat for an hour explaining all about what they could help with." Another person said, "She was careful to check I understood too, she was especially reassuring " The service was responsive to people's needs. Care and support needs were reviewed weekly at the locality staff meeting or if a change was identified. For example, we saw one person had identified that they could not stand well. The staff member raised this on the same day and an occupational therapist was asked to assess whether a perching stool would help the person regain independence. We attended a local meeting and observed staff members discussing the people they were providing care for. They demonstrated knowledge about people's changing needs, their aspirations and motivation. Care was planned and delivered appropriately. People told us that care was delivered in a way that was personalised for them. One person said, "They know about my disability and have planned for it." Another said, "They notice when my mobility is worse and offer me more support." We looked at the care plans for ten people who used the service. We also visited five people in their homes and saw that their care was delivered according to their care plans. The staff providing this care were confident about the needs of people. Staff said they found the care plans and records made by their colleagues very useful in ensuring the care they provided was appropriate. People told us that they felt respected Inspection Report Dorset County Council Community Support Services February

7 and that their independence was encouraged. One person said, "They always ask what help I want rather than foist it on me." Risk assessments were in place which provided information to staff about how to reduce environmental risks and risks relating to people's support needs. For example, risks relating to mobility aids and home security were recorded. We saw that risks assessments were updated in a timely manner. For example, where a new risk around medicines had been identified, a risk assessment was done and a new care plan put in place the next day. Staff told us that they received communication from the office and colleagues to ensure they were aware of any changes in support needs before they visited people. We saw that the organisation had planned for foreseeable emergencies. For example, there were emergency folders on site to provide information about people and their needs should the computer system fail. We also saw that four wheel drive vehicles were booked to ensure that people who needed essential care could be reached during adverse weather. Where access was impossible we saw that family members had been contacted and care organised in advance of calls that could not be made. Inspection Report Dorset County Council Community Support Services February

8 Management of medicines Met this standard People should be given the medicines they need when they need them, and in a safe way Our judgement The provider was meeting this standard. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines. Reasons for our judgement Arrangements were in place for the safe administration of medicines. We looked at the arrangements for managing medicines in five people's homes, and reviewed the records of three further people. We saw that, whenever possible, people were encouraged to take an active role in administering their medicine, and this was done safely and respectfully. During the inspection we found three examples of problems in relation to people's medicines that were picked up and dealt with in a timely manner. For example, we saw a record of contact with a person's GP and guidance after medicine was taken at the wrong time. A new risk assessment was put in place, detailing that the person would be supported with their medicine, on the same day. Staff were trained in the administration of medicine. Records showed that staff had all received training around medicine administration. The staff we spoke with all confirmed they had received training regarding medicine, and two staff told us about a meeting that had reviewed their responsibilities with respect of medicine just before the inspection. Suitable records were kept regarding medicine administration. We looked at eight people's records and saw that risk assessments detailed how much time was necessary between taking medicine and highlighted important medical information about people. The records also reflected the level of independence that the person had achieved. This meant that where people wanted to become independent with their medicine this was done in a safe manner that could be reviewed. The provider may find it useful to note that there were no risk assessments outlining the risk of leaving medicine out of its original packaging for people to take at a later time. For example, we saw that staff put tablets in an egg cup for one person but the risks of this had not been recorded. We saw that the organisation was updating its medicines policy. This work had been started in 2013 but had not been completed or approved by the appropriate governance bodies within the provider's organisation. This meant that the medicines policy in place was written in 2012 and did not reflect practice. For example, the policy said that medicines could not be left in a pot for a person to take later and we saw that this practice Inspection Report Dorset County Council Community Support Services February

9 did take place. We discussed this with the registered manager who has assured us the policy would be updated and reviewed by the appropriate governance group in February Inspection Report Dorset County Council Community Support Services February

10 Staffing Met this standard There should be enough members of staff to keep people safe and meet their health and welfare needs Our judgement The provider was meeting this standard. There were enough qualified, skilled and experienced staff to meet people's needs. Reasons for our judgement There were enough staff with the appropriate skills and knowledge to meet the needs of the people using the service. People told us that the staff who came to support them were skilled at their jobs. One person told us, "They follow their policies and procedures, and they are all very good." Another person said, "They seem very competent and caring altogether." We spoke with 12 staff who told us that they had received training and support to do their jobs. One staff member told us, "There is always back up if I need to ask." We saw that there was on-call support available to staff for the whole time that they were out working in people's homes. This on-call facility was also available to people who used the service. Staff told us that there were enough staff available to meet people's care needs. For example, one member of staff described how staffing was planned flexibly to ensure people's needs were met at all times. We saw that the staffing roster allowed for time for care delivery, supervision, travel time and a weekly team meeting. This ensured that staff had up to date knowledge on people's needs and the time to provide the care they needed. The staff had undertaken training appropriate to their role. We saw that all the staff had undertaken mandatory training. For example, safeguarding, medicines administration and manual handling were in date for all staff. We also saw that staff were able to access other training relevant to their roles and work towards nationally recognised qualifications. This meant that staff all had the skills to provide appropriate support. For example, they could all administer medicines. Inspection Report Dorset County Council Community Support Services February

11 Assessing and monitoring the quality of service provision Met this standard The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care Our judgement The provider was meeting this standard. The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others. Reasons for our judgement The provider had a system in place to monitor and assess the quality of the service that people received. People's views were considered as part of quality monitoring. Feedback was gathered from people who used the service after they had finished using the support service. This feedback was used to determine if the service was meeting its aims and also to identify opportunities for improvement. We saw that when negative comments were made the registered manager addressed these as complaints and these were managed effectively. For example, we saw people had received letters responding to their concerns which told them about the action the organisation had taken. People told us that if they had any concerns or suggestions for improvement, they would feel confident approaching staff or the management of the service. Four people told us they had felt comfortable to raise concerns and explained that they had felt listened to. One person said, "The lady in the office takes things seriously." Checks on the quality of people's care were made. Staff told us that they received monitoring visits from their supervisors. We saw that these spot checks were recorded in staff files. The checks included a broad range of activities that included monitoring whether the staff member was respectful, whether they supported and encouraged independence, awareness of safeguarding and safety procedures and hygiene. Care records were checked by the support service and action was taken where improvements were needed. We spoke with five staff that had supervisory responsibility. They told us that when a package of support was completed they went through the file and reviewed the contents. Any issues related to care practice or record keeping were dealt with through the staff supervisory process. We saw evidence of supervision addressing staff development issues identified in this way. Audits were undertaken by the provider organisation. For example, procedures around infection control, health and safety and complaints were monitored by the provider organisation not the service itself. The provider may find it useful to note that this provider Inspection Report Dorset County Council Community Support Services February

12 level auditing had not identified that the medicines policy had not been updated and did not reflect current practice. Incidents and accidents were monitored and we saw appropriate action was taken in response. These incidents were then audited by the provider's health and safety team who checked that the local action was appropriate and looked to identify themes. This meant that people who used the service could be confident that the service took appropriate response to incidents and ensured their safety was promoted. Inspection Report Dorset County Council Community Support Services February

13 About CQC inspections We are the regulator of health and social care in England. All providers of regulated health and social care services have a legal responsibility to make sure they are meeting essential standards of quality and safety. These are the standards everyone should be able to expect when they receive care. The essential standards are described in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations We regulate against these standards, which we sometimes describe as "government standards". We carry out unannounced inspections of all care homes, acute hospitals and domiciliary care services in England at least once a year to judge whether or not the essential standards are being met. We carry out inspections of other services less often. All of our inspections are unannounced unless there is a good reason to let the provider know we are coming. There are 16 essential standards that relate most directly to the quality and safety of care and these are grouped into five key areas. When we inspect we could check all or part of any of the 16 standards at any time depending on the individual circumstances of the service. Because of this we often check different standards at different times. When we inspect, we always visit and we do things like observe how people are cared for, and we talk to people who use the service, to their carers and to staff. We also review information we have gathered about the provider, check the service's records and check whether the right systems and processes are in place. We focus on whether or not the provider is meeting the standards and we are guided by whether people are experiencing the outcomes they should be able to expect when the standards are being met. By outcomes we mean the impact care has on the health, safety and welfare of people who use the service, and the experience they have whilst receiving it. Our inspectors judge if any action is required by the provider of the service to improve the standard of care being provided. Where providers are non-compliant with the regulations, we take enforcement action against them. If we require a service to take action, or if we take enforcement action, we re-inspect it before its next routine inspection was due. This could mean we re-inspect a service several times in one year. We also might decide to reinspect a service if new concerns emerge about it before the next routine inspection. In between inspections we continually monitor information we have about providers. The information comes from the public, the provider, other organisations, and from care workers. You can tell us about your experience of this provider on our website. Inspection Report Dorset County Council Community Support Services February

14 How we define our judgements The following pages show our findings and regulatory judgement for each essential standard or part of the standard that we inspected. Our judgements are based on the ongoing review and analysis of the information gathered by CQC about this provider and the evidence collected during this inspection. We reach one of the following judgements for each essential standard inspected. Met this standard This means that the standard was being met in that the provider was compliant with the regulation. If we find that standards were met, we take no regulatory action but we may make comments that may be useful to the provider and to the public about minor improvements that could be made. Action needed This means that the standard was not being met in that the provider was non-compliant with the regulation. We may have set a compliance action requiring the provider to produce a report setting out how and by when changes will be made to make sure they comply with the standard. We monitor the implementation of action plans in these reports and, if necessary, take further action. We may have identified a breach of a regulation which is more serious, and we will make sure action is taken. We will report on this when it is complete. Enforcement action taken If the breach of the regulation was more serious, or there have been several or continual breaches, we have a range of actions we take using the criminal and/or civil procedures in the Health and Social Care Act 2008 and relevant regulations. These enforcement powers include issuing a warning notice; restricting or suspending the services a provider can offer, or the number of people it can care for; issuing fines and formal cautions; in extreme cases, cancelling a provider or managers registration or prosecuting a manager or provider. These enforcement powers are set out in law and mean that we can take swift, targeted action where services are failing people. Inspection Report Dorset County Council Community Support Services February

15 How we define our judgements (continued) Where we find non-compliance with a regulation (or part of a regulation), we state which part of the regulation has been breached. Only where there is non compliance with one or more of Regulations 9-24 of the Regulated Activity Regulations, will our report include a judgement about the level of impact on people who use the service (and others, if appropriate to the regulation). This could be a minor, moderate or major impact. Minor impact - people who use the service experienced poor care that had an impact on their health, safety or welfare or there was a risk of this happening. The impact was not significant and the matter could be managed or resolved quickly. Moderate impact - people who use the service experienced poor care that had a significant effect on their health, safety or welfare or there was a risk of this happening. The matter may need to be resolved quickly. Major impact - people who use the service experienced poor care that had a serious current or long term impact on their health, safety and welfare, or there was a risk of this happening. The matter needs to be resolved quickly We decide the most appropriate action to take to ensure that the necessary changes are made. We always follow up to check whether action has been taken to meet the standards. Inspection Report Dorset County Council Community Support Services February

16 Glossary of terms we use in this report Essential standard The essential standards of quality and safety are described in our Guidance about compliance: Essential standards of quality and safety. They consist of a significant number of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations These regulations describe the essential standards of quality and safety that people who use health and adult social care services have a right to expect. A full list of the standards can be found within the Guidance about compliance. The 16 essential standards are: Respecting and involving people who use services - Outcome 1 (Regulation 17) Consent to care and treatment - Outcome 2 (Regulation 18) Care and welfare of people who use services - Outcome 4 (Regulation 9) Meeting Nutritional Needs - Outcome 5 (Regulation 14) Cooperating with other providers - Outcome 6 (Regulation 24) Safeguarding people who use services from abuse - Outcome 7 (Regulation 11) Cleanliness and infection control - Outcome 8 (Regulation 12) Management of medicines - Outcome 9 (Regulation 13) Safety and suitability of premises - Outcome 10 (Regulation 15) Safety, availability and suitability of equipment - Outcome 11 (Regulation 16) Requirements relating to workers - Outcome 12 (Regulation 21) Staffing - Outcome 13 (Regulation 22) Supporting Staff - Outcome 14 (Regulation 23) Assessing and monitoring the quality of service provision - Outcome 16 (Regulation 10) Complaints - Outcome 17 (Regulation 19) Records - Outcome 21 (Regulation 20) Regulated activity These are prescribed activities related to care and treatment that require registration with CQC. These are set out in legislation, and reflect the services provided. Inspection Report Dorset County Council Community Support Services February

17 Glossary of terms we use in this report (continued) (Registered) Provider There are several legal terms relating to the providers of services. These include registered person, service provider and registered manager. The term 'provider' means anyone with a legal responsibility for ensuring that the requirements of the law are carried out. On our website we often refer to providers as a 'service'. Regulations We regulate against the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations Responsive inspection This is carried out at any time in relation to identified concerns. Routine inspection This is planned and could occur at any time. We sometimes describe this as a scheduled inspection. Themed inspection This is targeted to look at specific standards, sectors or types of care. Inspection Report Dorset County Council Community Support Services February

18 Contact us Phone: Write to us at: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA Website: Copyright Copyright (2011) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Inspection Report Dorset County Council Community Support Services February