Hales Group Scunthorpe is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. Not everyone using Hales Group Scunthorpe receives regulated activity; The Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. During the inspection there were eighty people receiving personal care.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

People were protected from harm and abuse. Staff knew how to recognise and report potential issues. Safeguarding issues were reported and acted upon. Incidents and accidents were monitored and investigated. Risks to people’s wellbeing and in their home environment were assessed and monitored to maintain the health and safety of all parties.

There were enough staff to meet people's needs. Staff undertook training in a variety of subjects to maintain and develop their skills and had supervision and an annual appraisal. This helped to support them.

People had maximum choice and control over their lives. Staff supported people in the least restrictive way. Policies supported this practice. People were involved in making decisions about their care and support.

People’s dietary needs were assessed and monitored to ensure their dietary needs were met.

People told us the staff were caring and kind.

An assessment of people’s needs took place to ensure staff could meet their needs and a re-assessment occurred as people’s needs changed. Staff understood people’s preferences for their care and support. Complaints were investigated and this information was used to improve the service. End of life care and support was provided to people.

The management team operated an ‘on call’ system outside of office hours. This allowed people using the service, their relatives or staff to gain help and advice. Quality monitoring checks and audits were undertaken to monitor the quality of the service provided. This included ‘spot checks,’ where senior staff observed how staff delivered care to people. The provider asked for feedback about the service and this was acted upon.

Further information is in the detailed findings below.

Hales Group Limited - Scunthorpe is a domiciliary care agency located close to the town centre of Scunthorpe in North Lincolnshire. The service provides personal care and support to people living in their own homes in Scunthorpe and the surrounding villages. The service supports adults and children with a range of conditions including learning disabilities, physical disabilities and people living with dementia. At the time of our inspection the service was supporting 114 people.

This announced inspection took place on 30 March 2016. The service was registered in February 2016 and this was the first inspection to take place since they registered with the Care Quality Commission (CQC). Prior to registration the service was operated by another registered provider in a different name.

We found improvements were needed to the auditing systems in place at the service to ensure they took place regularly, were robust and effective in identifying areas for improvement.

People who used the service were supported by staff who were polite, caring and respectful. The registered provider had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report any unsafe care or abusive practices.

We found recruitment procedures were safe with appropriate checks undertaken before new members of staff commenced their employment. Staff told us their recruitment had been thorough and professional. Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills and knowledge required to support people with their care needs.

Staff knew the people they were supporting and provided a personalised service. Care plans were in place detailing how people wished to be supported including people’s likes and dislikes. People’s health needs were assessed and people were supported to take medicines as prescribed. Staff contacted relevant health care professionals for advice to help maintain people’s wellbeing.

People were involved in making decisions about their care. Staff demonstrated they understood how to promote people’s independence whilst protecting their privacy and dignity. Risk assessments had been developed to minimise the potential risk of harm. These had been kept under review and were updated when necessary.

The registered manager understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

The registered provider had a complaints procedure which was made available to people who used the service. People we spoke with told us they knew how to make a complaint if they had any concerns.

Staff were supported with supervisions and appraisals which helped support their practice and identify learning needs. Staff felt supported and said the management at the service was approachable. Staff attended team meetings to ensure they were included and updated on changes happening within the service.