Lords Care Solutions Stoke On Trent

Lord’s Care Solutions Stoke on Trent is a domiciliary care agency that provides personal care and support to people living in their own homes. It provides a service to older people.

CQC only inspects the service received by people provided with 'personal care.' For example, help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection 44 people were receiving the regulated activity of personal care.

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

The registered manager left their post in September 2021. The provider told us a new manager would commence their role in December 2021. The provider acknowledged there had been a lack of oversight which, led to some deterioration in the quality of the service. Quality assurance systems were not always effective to ensure people received a safe service.

People could not be confident their care needs would be met because they experienced missed or late calls due to insufficient staffing levels. People were not always assured they would be treated with kindness.

There was a delay in addressing things when they went wrong. However, the provider acknowledged shortfalls within the service and was taking action to address them. Staff supported people with their meals, but people did not always receive their meals at their preferred times.

Staff had access to personal protective equipment (PPE), but practices placed people at risk of contracting avoidable infections.

People were involved in their needs assessment but not everyone’s needs were met the way they liked. However, people’s consent for care, and treatment was obtained.

People were not supported to have maximum choice and control of their lives because care and support was not always delivered the way they liked. The current management team were unaware people had not been supported to have choices and control of their lives.

Induction of new staff were carried out and they had access to routine training.

People had access to relevant healthcare services to promote their physical and mental health. People were supported to take their medicines by skilled staff and risk assessments were in place to reduce or mitigate the risk to them.

Staff had a good understanding of how to safeguard people from the risk of potential harm. People’s complaints were listened to, taken seriously and acted on.

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 8 June 2021 and this is the first inspection.

This was a planned inspection based on our published inspection methodology.

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.