Background to this inspection
Updated
23 August 2023
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
This inspection was carried out by 1 inspector and 1 Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 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 inspection
We reviewed information we had received about the service since their registration. We sought feedback from the local authority, Healthwatch England and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
During the inspection we spoke with 6 people and 4 of their relatives about their experiences of the care provided. We spoke with 5 members of staff including the registered manager and care staff. We also spoke with 2 professionals who work with the service.
We reviewed 3 people’s care records including medicine records and looked at 2 staff recruitment files. We reviewed various quality assurance documents such as audits and reviews as well as looking at policies.
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.
Inspection activity started on 19 July 2023 when we began inspection activity. For example, speaking to people and their relatives remotely, speaking with staff and reviewing documents sent via secure file transfer. The inspection ended on 7 August 2023 following formal feedback to the registered manager using video call technology.
Updated
23 August 2023
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
About the service
Jurichez Ltd is a domiciliary care agency providing personal care to older and younger people in their own homes. 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. At the time of the inspection, Jurichez supported 25 people in total, 23 of whom were receiving support with personal care.
People’s experience of using this service and what we found
Right Care:
Staff had training on abuse awareness and how to report concerns. However, staff did not always recognise all forms of abuse. This meant there was a risk some concerns would go unreported. People’s care, treatment and support plans did not always reflect all aspects of their needs and associated risks.
People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. They understood and responded to their individual needs. The service worked well with other agencies to ensure people’s healthcare.
People who had individual ways of communicating, such as using body language and pictures could interact comfortably with staff and others involved in their care and support because staff had the necessary skills to understand them.
Right Culture:
Staff and the registered manager did not understand best practice in relation to health and social care and did not have effective systems that provided quality oversight of the service. Staff were not supported to receive all of the training and development they required to fully understand their roles.
However, people received quality care because staff placed people’s wishes, needs and rights at the heart of everything they did. Staff knew and understood people well and were responsive, supporting a quality life of their choosing. People and those important to them, were involved in planning their care and included other professionals as appropriate. Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.
Right Support:
The staff supported people to keep a clean, well equipped, well-furnished and well-maintained environment that met their needs.
Staff enabled people to access specialist health and social care support in the community. Staff supported people with their medicines and encouraged them to play an active role in maintaining their own health and wellbeing.
Staff respected people’s choices and supported them to make decisions about their care. Staff communicated with people in ways that met their needs.
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 and update
This service was registered with us on 7 February 2022 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
We have identified breaches in relation to quality assurance, risk management and staff training at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.