About the service: CareKind is a domiciliary care agency providing personal care to people in their own homes. The service was supporting five people with personal care in their own homes at the time of our inspection.

People’s experience of using this service:

Records relating to medication administration required improvement. Staff required further guidance on how to administer ‘as and when’ required medication such as prescribed creams. The way in which the manager assessed people’s competency to administer required further development.

We spoke with the manager about the improvements that needed to be made to medication management. They told us they would address this without delay. Shortly after our inspection we received confirmation of the improvements the manager had started to introduce. At our next inspection we will check these improvements have been sustained.

The majority of people’s need and risks were properly assessed with sufficient guidance for staff to follow in the provision of safe and appropriate care. Information on people’s needs and skin integrity required improvement. The manager told us they would address this without delay.

Staff had person centred information on people’s preferences and choices with regards to their support and the support provided was personalised to them and their individual requirements.

People told us the support provided was good and that they felt safe with staff. They said staff members were kind, caring and respectful.

People’s daily records showed that people received the support they needed in accordance with their care plan.

People and their relatives confirmed that staff turned up on time and provided the support they needed in accordance with the people’s needs and wishes.

Records showed and people told us that where their needs or choices changed, the management team tried their best to accommodate these changes.

From the records we viewed and the feedback we received it was obvious that people’s care was planned and well organised.

The provider’s complaints policy required review but everyone we spoke with was happy with the care they received. No-one we spoke with had any complaint about the service. Records showed that any complaints received were responded to in a timely and appropriate way.

People’s visits records showed that people’s visits were rarely missed. Visits were made on time and staff told us that they had sufficient time to provide people with the support they needed. This indicated that staffing levels were sufficient to ensure people received the support they needed.

Staff were recruited appropriately with the required pre-employment checks undertaken prior to employment to ensure staff members were safe and suitable to work with vulnerable people.

Staff were sufficiently trained to do their job supported by the management team. Staff morale was good. Staff told us they felt supported and that the management team were approachable and open. Staff felt they provided a good service to people. The people and relatives we spoke with agreed with this.

The systems and processes in place to monitor the quality and safety of the service were adequate and appropriate for the size of the service. The management team demonstrated a good knowledge of their regulatory responsibilities with regards to people’s care and managed the service well.

Rating at last inspection and why we inspected: This was a scheduled inspection. At the last inspection the service was good. At this inspection, the service was rated good again.

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

Carekind is a domiciliary care agency registered to provide personal care to people of all ages living in their own homes. At the time of our inspection they were providing personal care to five people.

The inspection of this service took place on 22 June 2016 and was announced.

There was a registered manager in post who was present during the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, registered managers 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 felt safe while being supported by staff from the agency. Staff offered safe care and support. They knew how to recognise and report any risks, problems or potential signs of abuse. Risks were assessed and managed safely. However arrangements for the safe administration of medicines needed to be reviewed to ensure they reflected safe practice while supporting people’s independence.

People were supported by staff who had enough time to carry out tasks required of them and as a result they did not have to rush people. They had sufficient time between calls and never missed visits so people always received the care and support that was planned. Staff were recruited through safe recruitment practices.

Staff had the skills and knowledge to understand and support people’s individual needs. They received training and support when they started working for the agency and their skills were kept up to date through regular training which was currently being reviewed. Staff felt well supported by the registered manager and their colleagues.

Staff understood their roles and responsibilities and worked well as a team to ensure people’s needs were met effectively. People’s rights were protected under the Mental Capacity Act 2005 although staff knowledge in this area was an area identified for improvement, especially as people’s support needs changed and increased.

People were supported to prepare food and drink as per their plans of care. Staff knew how to respond to people’s changing needs. Staff worked with health professionals when required to ensure people’s continued good health and wellbeing.

People were supported by staff who were kind and caring. People liked the staff who supported them and had developed effective working relationships based on trust and mutual respect. Staff were aware of people’s individual preferences and respected their privacy and dignity. Staff promoted people’s independence and care was very person centred and individualised.

People, and their relatives, worked closely with the registered manager and the staff team to ensure they received a responsive service. They were routinely asked if they were happy with the service provided. There were systems in place to ensure that people’s views and opinions were heard and their wishes acted upon. This process was largely informal due to the size of the service.

There was a complaints procedure in place and it had been used effectively to improve the service provided.

The registered manager provided good leadership. There were systems in place to monitor the quality of the service provided. The providers were keen to learn from experiences and continually improve and develop the service.