Complete Quality Care Limited

Complete Quality Care is a domiciliary care agency providing personal care to people in their own homes. At the time of the inspection they were providing packages of care for 45 people in and around the Bideford area of north Devon.

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

This targeted inspection looked at recruitment processes, so we did not seek the views of people using the service during this inspection.

We found historically recruitment practices had not been robust. This meant staff had been able to work before the right checks and references had been obtained. However, following an audit and meeting with the local authority’s quality assurance and improvement team (QAIT), recruitment files were more robust. This was because QAIT had been able to offer support and advice on safer recruitment, which included ensuring there was a clear audit trail from the application form, interview and seeking references and checks. This helped to ensure that only staff who were assessed as suitable to work with people who may be vulnerable, were employed.

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 insert date last (report published 15 March 2019).

Why we inspected

We undertook this targeted inspection to check on a specific concern we had about recruitment practices. The overall rating for the service has not changed following this targeted inspection and remains good.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe section of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Complete Quality Care on our website at www.cqc.org.uk.

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.

People’s experience of using this service: People were supported by staff that were caring, compassionate and treated them with dignity and respect. People received support based on their individual needs and preferences. Staff knew what was important to people and people said they had a good rapport with staff, who listened to them and respected their wishes.

Staff had the skills and knowledge necessary to meet people’s needs. Staff felt confident in their role and were well supported by the management team. Staff were observant noticing and responding to changes in people’s health and well-being. They liaised appropriately with health professionals and followed their advice.

Staff were professional and competent; people and relatives said the service was safe. Staff demonstrated a good awareness of each person's safety and how to minimise risks for them. Staffing arrangements were consistent and reliable.

People's care plans were up to date about their individual needs and preferences. People, relatives, staff and professionals gave us positive feedback about the quality of people's care. They described the service as well managed and were confident if they had a complaint it would be acted upon.

Quality monitoring systems included audits, observation of staff practice and contact with people either face to face, through questionnaires or phone calls to check they were happy with the service provided. People, their relatives and care staff said staff, the provider and senior staff were approachable, organised, and ran the service well.

Rating at last inspection: Good. Last report published 20 June 2016.

Why we inspected: This was a planned inspection based on the rating at the last inspection. At this inspection, the service remained rated Good overall.

Follow up: 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.

Complete Quality Care Ltd provides personal care and support to people living in their own homes in Bideford and the surrounding areas. At the time of our inspection there were 39 people receiving a service.

When we visited there was a registered manager in post. 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 felt safe and staff were able to demonstrate a good understanding of what constituted abuse and how to report if concerns were raised. Measures to manage risk were as least restrictive as possible to protect people’s freedom. People’s rights were protected because the service followed the appropriate legal processes. Medicines were safely managed on people’s behalf.

Care files were personalised to reflect people’s personal preferences. Their views and suggestions were taken into account to improve the service. They were supported to maintain a balanced diet. Health and social care professionals were involved in people’s care to ensure they received the right care and treatment.

Staff relationships with people were caring and supportive. Staff were motivated and inspired to offer care that was kind and compassionate.

Staffing arrangements were flexible in order to meet people’s individual needs. Staff received training and regular support to keep their skills up to date in order to support people appropriately. Staff spoke positively about communication and how the management team worked well with them, encouraged team working and an open culture.

A number of effective methods were used to assess the quality and safety of the service people received.

Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us.

If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

During our inspection of Complete Quality Care we saw evidence to support our judgment that overall the service was safe.

People we spoke with told us they felt safe using the service. People told us staff treated them with dignity and respect.

People were protected from risk because staff knew what to do if safeguarding concerns were raised. Complete Quality Care had policies in place to help minimise against the risk of abuse.

People were protected from the risks of unsafe or inappropriate care because accurate and appropriate records were maintained.

Care plans were personalised to the individual and gave detailed information about how the person wanted their care and support to be provided.

Is the service effective?

During our inspection of Complete Quality Care we saw evidence to support our judgment that the service was effective.

People's health and care needs were reviewed with them on a regular basis. Staff understood people's needs and delivered care in line with those needs. Staff were trained and supported to deliver care to an appropriate standard.

People we spoke with told us they had regular staff visiting them and they knew the time staff were going to arrive. They told us the service kept them informed if there were any changes to the timing of visits or if staff were running late.

Is the service caring?

During our inspection of Complete Quality Care we saw evidence to support our judgment that the service was caring.

We visited two people in their own homes, met one relative and spoke with two relatives on the telephone. People we spoke with told us they were happy with the service provided by Complete Quality Care. Comments from people included 'the service is spot on', 'the carers are lovely' and 'excellent service'.

Is the service responsive?

During our inspection of Complete Quality Care we saw evidence to support our judgment that the service was responsive.

People told us they knew the owners of the service and indicated they would feel comfortable raising a complaint if they needed to. Where shortfalls or concerns were raised these were taken on board and dealt with.

The service was flexible and could be adapted to meet people's needs and wishes. People told us staff always asked if there was anything else they needed before completing their visit and they were willing to carry out any additional duties. People told us when they requested additional hours of care and support, their request was responded to in a timely manner.

Is the service well-led?

During our inspection of Complete Quality Care we saw evidence to support our judgment that the service was well-led.

The service had a quality assurance system, and records showed that opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving.

Staff told us they were clear about their roles and responsibilities and demonstrated a good understanding of the ethos of the service. This helped to ensure people received a good quality service at all times.