Future Care & Support Service

Updated 8 May 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

This inspection was carried out by one inspector and an assistant inspector.

Service and service type: The service is a domiciliary care agency registered to provide personal care and support to people in their own homes.

The service had 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 visit because we needed to be sure the registered manager and staff would be available to meet with us.

Inspection site visit activity started on 05 March 2019 and ended on 06 March 2019. We visited the office location on 05 March 2019 to see the registered manager and to review care records and policies and procedures.

What we did:

Before the inspection, we reviewed information we had received about the service since the last inspection. This included any notifications we had received from the service and feedback we requested from external agencies including the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

During the office visit, we spoke with the registered manager, the service manager and a member of staff. After our inspection we spoke with a healthcare professional involved in one person’s care.

Some information we requested was not available to view during our inspection, including the training matrix and recruitment files. We received this information after our inspection.

Updated 8 May 2019

About the service: Future Care & Support Service is a domiciliary care agency that was providing personal care and support to two people living in their homes at the time of the inspection.

People’s experience of using this service:

We were not able to speak with either people using this service however our findings suggested the quality and safety of the service remains inconsistent. A staff member told us they felt supported and showed care and concern for the person they supported. A healthcare professional spoke positively about the service and its benefits for a person. Another person continued to experience late calls and this issue had not been adequately addressed as found at our last inspection in June 2018. Records were not accurately maintained and staff had not received all training relevant to the support they provided.

The provider had gathered people’s feedback on occasions and this was often positive. Improvements were still required to systems and processes to ensure people consistently received a good, safe and effective service.

More information is in the full report.

Rating at last inspection: Requires Improvement; June 2018.

Why we inspected: We inspected this service as this was scheduled based on the previous inspection rating.

Enforcement: This inspection identified a continued breach of the regulations around governance. We found the provider was also in breach of their conditions because they had failed to appropriate notify the Commission of a change to their registered location. Please see the end of the full report for action we have told provider to take.

Follow up: After our inspection we shared our findings with the local authority. We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

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