Choices Homecare (Sheffield)

People’s experience of using this service and what we found

People told us they felt safe whilst being cared for by staff. Relatives agreed their family members were safe. There were enough staff, to support people's needs, however some people told us their visits were not always carried out at the agreed times. People and relatives said this had an impact on their wellbeing. They also told us they were not informed when staff were going to be late which was not acceptable. The manager told us additional office staff were being recruited which would help to better organise visit times. This also meant people and relatives could be informed if staff were running late.

We have made recommendations that the provider regularly reviews staffing levels to ensure they can meet unexpected demands and implements a robust procedure to engage with people when their service is likely to be disrupted.

There were systems and processes in place to minimise risks to people. These included making sure staff knew how to recognise and report abuse. Staff were recruited safely, and pre-employment checks were carried out prior to them commencing work at the service. Staff felt supported by the manager. Staff had received supervision to help them in their roles and training had been completed or in the process of being arranged for them.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People were supported to receive adequate food and drink to remain healthy. People chose what they wanted to eat and drink. Staff knew the people they were supporting and provided a personalised service. Support plans showed how people wished to be supported and people were involved in making decisions about their care. Staff treated people with respect and people's dignity and privacy was actively promoted.

The manager understood their regulatory responsibilities. Systems and processes for monitoring quality and safety were effective. The management team had identified some audits were overdue and had started taking action to address this. Systems were in place to deal promptly and appropriately with any complaints or concerns.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 20 August 2020. On 23 November 2020 we carried out a focussed inspection covering the key questions safe, effective and well-led. We did not give the service an overall rating.

Why we inspected

We undertook this comprehensive inspection to give the service a rating.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Choices Homecare Rotherham provides care and support for people living in their own homes. The provider is registered to provide care and support to people in the community. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection the service was supporting 55 people with their personal care and support needs.

People’s experience of using this service and what we found

People spoke positively about the care provided, referring to staff as kind, caring and friendly.

People were safe and protected from avoidable harm. Individual risk assessments were in place. People and their relatives told us they felt people were kept safe. People's medicines were, in the main managed well. We found some missing signatures on one medicine administration record. This was addressed by senior managers following the inspection.

Correct infection control procedures were followed, and the service had taken additional infection control measures to minimise the risk posed by COVID-19.

Staff demonstrated a good understanding about how to safeguard people from the risk of abuse. There were enough staff to support people and they had been recruited in a way that helped to keep people safe. Staff received appropriate training, support and supervision.

Care plans were personalised and provided enough detail to inform staff how to support people. They included information about people's preferences and abilities. People were supported to maintain a balanced and varied diet to promote their health and respect their personal preferences. There was oversight of people at risk of malnutrition or dehydration. People were supported to maintain good health and have access to health and social care services as required.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service used a range of audits and monitoring tools to assess the quality and safety of the environment and care provided. The service actively engaged and sought the views of people, their relatives and staff to improve service delivery.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This service was registered with us on 20 August 2020 and this is the first inspection.

Why we inspected

We undertook this focused inspection in line with our current methodology in the COVID-19 pandemic. We reviewed the information we held about the service. This report only covers our findings in relation to the key questions safe, effective and well-led.

Follow up

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