1st Class Care Solutions Limited Support Service

Transcription

1 1st Class Care Solutions Limited Support Service Ramsey House Fairbairn Place Livingston EH54 6TN Telephone: Type of inspection: Unannounced Inspection completed on: 30 March 2018 Service provided by: 1st Class Care Solutions Limited Service provider number: SP Care service number: CS

2 About the service 1st Class Care Solutions is registered with the Care Inspectorate to provide support to people in their own homes. The service is provided to people living in the West Lothian area and currently provides support to approximately 80 people. The client support base is older people and a limited number of people with physical disabilities. The service consists of a registered manager, two care supervisors, care workers and administrative support. The supervisors have the responsibility of the day to day support of two staff teams. 1st Class Care Solutions state their aim is to 'deliver a 1st class service based on relationships that actively support your wellbeing' and 'actively encourage independent living with dignity, privacy and choice'. What people told us There were approximately 80 people using the service at the time of the inspection. We received the views from 18 people using the service through visiting peoples homes and through care standard questionnaires. People we spoke with said they were happy with the service and that they generally had the same carers. There were some concerns around times of visits, however we heard that this was improving. Comments from people we visited and the Care Standard Questionnaire included; 'Very happy with the carers. They are usually punctual, just the occasional late visits but nothing that causes me any difficulties' 'Feel sometimes the carers are rushed and a bit short on time but they are lovely and try to do everything they can for me' 'Lovely carers, can't do enough for me. Always get the same person, different during holidays but that's ok' 'I think some of the carers could benefit from a cooking lesson' 'Things have improved over the past wee while, my carers are more regular and on time' Self assessment The service has not been asked to complete a self assessment in advance of this inspection. We discussed their improvement plan and quality assurance paperwork. We encouraged the service to continue to develop their improvement plan to show priorities for development and how they were monitoring the overall quality of provision within the service. From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 4 - Good 4 - Good 4 - Good page 2 of 8

3 Quality of care and support Findings from the inspection 1st Class Care Solutions provides a good care at home service which is tailored to each individual client and responsive to changes in client needs. Since the previous inspection people using the service had noticed an improvement in the care provided, the timings of visits and that there were less missed visits. We sampled care plans and found them to be informative with information which led the carers to provided care, meeting the individual care needs of people using the service and respecting choice's and wishes. The service had introduced a one page profile and key summary information templates which gave relevant up to date information that the person using the service would want the carer to know immediately or in an emergency. We spent some time observing staff carry out care and support in the homes of people using the service. We found the interactions of the care staff to be kind, caring and carried out with good knowledge of the persons choices and needs. Care was regularly reviewed. Reviews were led by a senior member of staff and person receiving care. Relatives and care staff were fully involved in reviewing their service. We found that the views of the person using the service and their relative or representatives views were not clearly recorded on the care review document. We suggested that a separate area on the document be introduced to enable an accurate recording of the wishes, changes or needs of the person receiving care and, that this information was clearly reflected in the care plan. Medication records were sampled and we found that in some areas there were gaps where there were no signatures or codes for missed medication entries on the Medication Administration Record. At times this was due to family members. There should also be a clear audit processes that would identify any omissions, missed signatures or codes to ensure there was an overview of medication administration and how this affected the person receiving medication. We will monitor this at the next inspection. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Grade: 4 - good Quality of staffing page 3 of 8

4 Findings from the inspection We looked at how the service recruited staff and the systems and checks carried out to ensure that staff were recruited safely. From the records that we sampled we found that there was a good system for recruitment which included requesting and receiving two references, Protection of Vulnerable Group checks and checks with regulatory bodies, for example, Scottish Social Services Council (SSSC) which is the regulatory body for the social care workforce. We attended a team meeting to which there was a good number of staff attending. Staff were able to input into the agenda and were able to freely discuss any concerns, issues, best practice and learning needs. Staff told us that regular tutor led training was being delivered and an elearning training system had been introduced which they felt benefitted them in carrying out their roles. We saw that there was a good overview of training identifying training carried out, due and refresher training. Although staff received supervision there was not advanced planned dates for supervision. This made it difficult for staff to prepare for supervision in advance. The service should introduce a system for ensuring that there is planned supervision dates and that there is an overview of the supervision carried out and planned. We suggested to the manager to have a look at the supervision module's for staff and employer on the SSSC website. We heard from people using the service and, comments in the care standard questionnaires, that the staff were highly thought of, carried out the care with kindness and were respectful of peoples wishes and choices. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Grade: 4 - good Quality of management and leadership Findings from the inspection We assessed the service to be performing at a good level in relation to management and leadership. The provider had clearly achieved a great deal of progress with the management team and allocation of supervisors and teams. The goals for the service from the previous inspection were to achieve stability within the service and meet the requirements and recommendations made. We could see that the approach taken had achieved better outcomes for people using the service and a more stable staff team. page 4 of 8

5 Staff were positive about the management team and felt that things were becoming more stable and settled within the service. We looked at audits and quality assurance systems and processes. The audit process had improved however, there was still work to be done to identify actions and outcomes for the service and people using the service. A recommendation has been made about audits. (recommendation 1) The service had a development plan but this was based on requirements from the previous inspection. The provider should undertake self evaluation of the service as a whole and identify areas for improvement and development. We will monitor this at the next inspection. The manager and provider were very involved in the day to day overview of the service and met with people using the service regularly. People we spoke with knew the manager and provider and felt that they communicated well with them. Since October 2017 Care at Home staff are required to be registered with the Scottish Social Services Council, the regulatory body for the social care workforce. Some staff were already registered and we heard at the team meeting how the manager would be supporting staff to register with the SSSC. We suggested to the manager to implement a system for having a robust overview of all staff required to register and renewal dates. Overall we found that the strength of leadership had improved across the management team. In addition we felt that the period of time where there were restrictions on taking new referrals had assisted in gaining stability and improvements within the service, meeting requirements and sustaining good outcomes for people using the service. There is further work to be carried out, however the manager and provider were proactive at the time of inspection where suggestions were made to enhance best practice and make improvements. We will continue to monitor progress at the next inspection. Requirements Number of requirements: 0 Recommendations Number of recommendations: 1 1. The provider should develop and implement a self evaluation process and internal auditing systems to ensure effective oversight and monitoring of all aspects of the service. The outcomes as a result of any audit are clearly recorded. and where areas for improvement are identified, an action plan is developed detailing timescales and the person responsible. The auditing systems should effectively enable areas for improvement to be promptly and accurately identified and subsequent action plans are reviewed and updated to completion. This takes into account National Care standards, care at home, Standard 4; staffing and management Grade: 4 - good page 5 of 8

6 What the service has done to meet any requirements we made at or since the last inspection Previous requirements There are no outstanding requirements. What the service has done to meet any recommendations we made at or since the last inspection Previous recommendations There are no outstanding recommendations. Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Enforcement No enforcement action has been taken against this care service since the last inspection. Inspection and grading history Date Type Gradings 15 Aug 2017 Unannounced Care and support Environment Staffing Management and leadership page 6 of 8

7 Date Type Gradings 20 Feb 2017 Unannounced Care and support 3 - Adequate Environment Staffing 3 - Adequate Management and leadership 2 - Weak 6 Jan 2016 Unannounced Care and support 4 - Good Environment Staffing 4 - Good Management and leadership 3 - Adequate 13 Mar 2015 Unannounced Care and support 3 - Adequate Environment Staffing 3 - Adequate Management and leadership 3 - Adequate page 7 of 8

8 To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 8 of 8