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Archived: Complete Care Holdings Limited - Telford

Overall: Good read more about inspection ratings

Complete Care Holdings Limited, 1 Hawksworth Road, Central Park, Telford, Shropshire, TF2 9TU (01952) 293449

Provided and run by:
Complete Care Holdings Limited

Important: This service is now registered at a different address - see new profile

Latest inspection summary

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Background to this inspection

Updated 16 September 2016

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

This inspection took place on 17 and 18 August 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

The inspection team consisted of one inspector and an 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.

We reviewed information we held about the service. We looked at our own system to see if we had received any concerns or compliments about the provider. We analysed information on statutory notifications we had received from the provider. A statutory notification is information about important events which the provider is required to send us by law.

We asked the local authority and Healthwatch for any information they had which would aid our inspection. We used this information to help plan our inspection.

We spoke with nine people receiving support, three relatives, two registered managers, four care workers (personal assistants) the operations director, the service planning manager and human resources manager. We viewed the care and support plans for two people, including assessments of risk, consent and medicines. We saw records of quality checks completed by the provider, incident and accident records, client surveys, newsletters and details relating to staff recruitment and staff recognition.

Overall inspection

Good

Updated 16 September 2016

This inspection took place on 17 and 18 August 2016 and was announced.

Complete Care provides personal care and nursing for people in their own homes throughout England and Wales. At this inspection they were providing care and support for 120 people.

Two registered managers were in post and present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were safe from abuse as staff had been trained and knew how to recognise and respond to signs of abuse. Staff had access to care plans and risk assessments and were aware of how to protect people from risks of harm associated with their care. Any incidents and accidents were investigated to identify any learning and to minimise the risk of reoccurrence.

The provider completed checks on staff before they started work to ensure they were safe to work with people. People received help with their medicines from staff who were trained to safely support them and who made sure they had their medicine when they needed it. The provider undertook regular competency checks on staff to ensure they followed safe practice when supporting people.

People were supported by staff members that had the skills and knowledge to meet their needs.

Staff attended training that was relevant and individual to the people they supported. Staff received support and guidance from a management team who they found approachable. Staff members felt valued by the provider and that their suggestions and experiences mattered to them.

People were involved in decisions about their care and were involved in the planning the delivery of their care and support. People had information they needed in a way they understood. When people could not make decisions for themselves staff understood the steps they needed to follow to ensure people’s rights were upheld.

People had positive relationships with the staff members who supported them. Staff knew people’s individual histories, likes and dislikes and things that were important to them. People had their privacy and dignity respected and information personal to them was treated in confidence. People were supported to maintain well-being and had access to healthcare when they needed it . Staff responded to any changes in need promptly and consistently.

People and staff felt able to express their views and felt their opinions mattered. People felt able to raise any concerns they needed and were confident they would be investigated. People received feedback after any concerns were raised.

The provider undertook regular quality checks in order to drive improvements. The provider engaged people and their families and encouraged feedback. People were kept informed about any development within the provider’s organisation and received regular newsletters.