Background to this inspection
Updated
2 October 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service did not have a manager registered with the Care Quality Commission. A registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. The service did not have a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection-
We spoke with seven members of staff including the provider, deputy manager, office staff and care workers. We spoke to nine people who used the service and their relatives. We reviewed a range of records. This included five people’s care records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection –
We reviewed information sent to us by care professionals.
Updated
2 October 2019
About the service
Crystal Care is a service which delivers personal care to people in their own homes. At the time of our inspection, 100 people were using the service. The service supports older people and people with more complex and specialist support needs.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People told us they felt the service provided safe care. Staff at the service were conscientious, well trained and professional. Infection risks were minimised by good hygiene practice. Staff supported people to take their medicines and followed clear policies around the care they provided.
People were encouraged to remain independent within their own home and family members were involved in decisions about care. People were supported to eat and drink safely and were encouraged to make their own decisions around daily care. Healthcare professionals we spoke to spoke highly of the service. A healthcare professional told us, Crystal Care had “good outcomes for some very vulnerable patients.”
Staff were caring. People were quick to tell us that staff cared about them and were polite and friendly. People told us, “The care I get is excellent.” And “They make time to chat. Always ask if I'm ok and double check if I need anything else doing.” Relatives were also happy to praise staff who worked happily and took time to talk and ensure that everything was done to people’s satisfaction.
People received personalised care plans, which were reviewed regularly. Complaints about the service were few, but when received the deputy manager dealt with them promptly. Continuous supervision by senior staff ensured people received good care. A relative told us, “If I had any worries I wouldn't be using them, so I'm happy to be totally honest.”
The service did not have a registered manager. The provider worked with the deputy manager to support staff and ensure care was received by people in a timely manner. Staff worked well with other healthcare providers to ensure good care for people. Audits and checks were carried out by senior staff to ensure continual improvements to the service.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 29 December 2016).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Crystal care Home Care on our website at www.cqc.org.uk.
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.