We carried out an announced inspection of the service on 20 December 2916

Red Cross Crisis Intervention Community Support provides short term personal care and support to people in the Nottingham area. There were 14 people receiving care in their own homes at the time of our visit.

There was not a manager registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they 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.

During our previous inspection on 15 July 2015 we identified one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. These were in relation to risks associated with managing medicines, because the processes in place were not robust or followed safely to ensure medicines were handled and administered safely.

During this inspection we checked to see whether improvements had been made. We found improvements had been made in regards to the breach identified at our last inspection. An action plan was in place to fully complete the action required that would ensure sustainability.

People told us they felt safe when staff supported them within their home. People were supported by staff who could identify the different types of abuse and who to report concerns to. Assessments of the risks to people’s safety were in place and regularly reviewed.

There were sufficient numbers of suitably qualified and experienced staff in place to keep people safe. Safe recruitment processes were in place.

People were protected from the risks associated with managing medicines. There were processes in place to ensure medicines were handled and administered safely.

Staff received training, regular supervision and felt supported by the management team. The principles of the Mental Capacity Act 2005 (MCA) were considered when supporting people. People were supported and encouraged to follow a healthy and balanced diet. People’s day to day health needs were met effectively by the staff.

People felt the staff were kind and caring and treated them with respect and dignity. People were involved with decisions made about their care and support. Information was available for people if they wished to speak with an independent advocate. People were supported to live independently.

People knew how to raise any concerns and they knew who they should contact and raise the concern with. The provider followed their procedures to ensure any complaints or concerns were dealt with in a timely manner.

People, relatives and staff spoke highly of the service. A number of systems were in place that enabled people, staff and relatives to give their views about the service. Robust quality assurance processes were in place.

We carried out an announced inspection of the service on 22 June 2015.

Red Cross Crisis Intervention Community Support provides short term personal care and support to people in the Nottingham area. There were 22 people receiving care in their own homes at the time of our visit.

There was a manager registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they 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 the service was safe and reliable. The provider had arrangements in place to identify the possibility of abuse and to reduce the risk of people experiencing abuse. Appropriate risk assessments had been undertaken to make sure people’s needs were met in a safe way.

People were supported by appropriate staff, because the provider had a robust recruitment process in place. There were sufficient numbers of staff to cover calls in an effective.

People were not protected from the risks associated with managing medicines. There were no robust processes in place to ensure medicines were handled and administered safely.

People were supported to make informed choices and staff had awareness of the Mental Capacity Act (MCA) 2005.The Mental Capacity Act 2005 is designed to protect people who do not have the capacity to make certain important decisions for themselves.

People and their families were involved in decisions related to their care and support. Care plans were clear, precise and contained information to reflect people’s needs.

Care plans contained information relevant to the person, but they did not identify individual life stories to make their care personalised to them. People were encouraged to be independent and received relevant information on how the service was run. People felt that they could express their views about the service that they received.

People received good care which met their needs. They were treated with respect and the staff provided the care in a caring way.

People knew how to raise any concerns and they knew who they should contact and raise the concern with. The provider followed their procedures to ensure any complaints or concerns were dealt with in a timely manner. Outcomes of complaints were reviewed by the registered manager to improve the practise and to reduce the risk of reoccurrence.

The service was not monitored regularly by the provider and registered manager to make sure a quality service was provided at all times.

People were encouraged to express their views and comment on how the service was run.

The management team worked well and supported staff accordingly. The service worked well with other professionals and the care commissioners.

Overall, we found shortfalls in the care and service provided to people. We identified one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.