About the service:

Home Instead Senior Care Retford and Gainsborough is a domiciliary care service which provides support with personal care, shopping, domestic tasks and companionship to people living in their own homes. At the time of this inspection 23 people were using the service.

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

People’s experience of using this service:

People told us they received safe care by consistent staff members. People received support to take their medicines safely and as prescribed. Risks to people's well-being and their home environment were recorded and updated when their circumstances changed.

People's rights to make their own decisions were respected. People were supported to access health services if needed. Staff had appropriate skills and knowledge to deliver care and support in a person-centred way.

People received caring and compassionate support from the staff. Staff referred to people in a respectful way. People were complimentary about staff and the positive relationships they had with them. Staff respected people's privacy and dignity and people were supported to be as independent as possible.

People received support that met their needs. Staff knew how to support people in the way they preferred. People knew how to complain.

The service was managed by a registered manager who had a clear vision about the quality of care they wanted to provide. Staff were aware of their roles and responsibilities. The senior team had a number of quality assurance systems in place and there was a focus on continuous development. The service worked well with other community partners.

Rating at last inspection:

Good (report published August 2016)

Why we inspected:

This was a planned inspection based on the rating at the last inspection.

Follow up:

We will monitor all intelligence received about the service to inform the assessment of the risk profile of the service and to ensure the next planned inspection is scheduled accordingly.

More information is in the detailed findings below.

This announced inspection was carried out on 5 July 2016. Home Instead Senior Care Retford and Gainsborough provides support and personal care to people in their own homes in north Nottinghamshire. On the day of the inspection there were 10 people using the service who received personal care.

The service had a registered manager in place at the time of our inspection. 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 were supported by staff who understood the risks people could face and knew how to make people feel safe. People were encouraged to be independent and risks were mitigated in the least restrictive way possible.

People were supported by a regular individual or group of staff who they knew. People’s medicines were not always managed according to best practice guidance.

People were provided with the care and support they wanted by staff who were trained and supported to do so. People’s human right to make decisions for themselves was respected and they provided consent to their care when needed.

People were supported by staff who understood their health conditions and ensured they had sufficient to eat and drink to maintain their wellbeing.

People were treated with respect by staff who demonstrated compassion and understanding. People were involved in determining their care and support and were treated in the way they wished to be.

People were able to influence the way their care and support was delivered and they could rely on this being provided as they wished. People were informed on how to express any issues or concerns they had so these could be investigated and acted upon.

People who used the service and care workers were able to express their views about the service which were used to improve the service. The management team provided leadership that gained the respect of care workers and motivated them as a team. There were systems in place to monitor the quality of the service and make improvements when needed.