Archived: Lady Click Services Limited

Updated 29 November 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 24 October 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. Before the inspection we reviewed the information we held about this service. This included details of its registration with the Care Quality Commission. We spoke with the local authority commissioning team with responsibility for the service, the local Healthwatch, and the local borough safeguarding team.

During our inspection we went to the provider’s office. We spoke with the registered manager and one care worker. After the inspection we spoke with one care worker. However because of the size of the service we were unable to speak with people and their relatives who used the service. We looked at one care file, daily records of care provided, three staff recruitment files including supervision and training records, minutes for various meetings, and policies and procedures for the service.

Updated 29 November 2016

The inspection took place on the 26 August 2015 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 service first became operational in August 2014. It has been registered at its current location since May 2014. This was the first inspection of the service.

The service is registered to provide support to adults and children living in their own homes with personal care. At the time of our inspection five people were using the service, four of whom received support with the regulated activity of personal care. The service had a registered manager in place. 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.

Risks assessments with people’s care did not give staff information about how to manage or prevent the identified risks. Risk assessments were not individualized for people and did not contain sufficient Information to enable staff to manage risks to people safely. Care plans were not reviewed in line with the provider’s policy. The service did not have in place systems for financial records to be checked. Care was not planned and assessed in a personalised manner

designed to meet the needs of individuals. The service did not have effective quality assurance and monitoring systems in place. Records were not always complete and up to date.

Staff had undertaken training about safeguarding adults and had a good understanding of their responsibilities with regard to this. Staff understood their responsibilities under the Mental Capacity Act 2005. We found there were enough staff working to support people in a safe way in line with their assessed level of need. The registered manager and staff members told us they did not administer medicines. The service had a medicines policy. It covered guidance on administration, safe disposal and storage of medicines.

Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and support needs. Staff knew the people they were supporting and provided a personalised service.

The registered manager was open and supportive. Staff, people and relatives felt able to speak with the manager.

We found four breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we asked the provider to take at the back of the full version of this report.