We carried out a review of the data available to us about Access Your Care Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Access Your Care Limited, you can give feedback on this service.
Access your care is a domiciliary care service, providing support to people in their own homes. At the time of the inspection 102 people were receiving support with personal care from the service. 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.
People’s experience of using this service and what we found
People were support by staff who had a good knowledge of abuse and who to go to. Systems were in place to monitor any concerns. Staff received checks prior to working with vulnerable adults. Risk assessments identified risks and care plans contained guidelines for staff to follow. People received their medicines safely and when required. Records were current and up to date.
Staff received supervision, training and an annual appraisal. People were supported as required with their nutrition and hydration. Care plans contained important information relating to people’s likes and dislikes and their routines. 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.
People were supported by staff who were kind and caring and who were able to demonstrate positively how they gave choice and control to people. Staff had a good knowledge of equality and diversity. People’s wishes were respected and care was provided in a dignified and respectful manner.
People’s care plans were person centred and contained important information relating to their individual needs. People and their relatives felt about to make a complaint and all complaints were logged including actions taken. Staff received training in end of life and care plans explored people’s wishes relating to future planning.
Staff felt supported and were recognised with their contribution and hard work within the service. The provider had systems in place that identified shortfalls and an action plan detailed areas for improvement. Staff and people were sent questionnaires so that feedback could be sought. The registered manager and provider understood the Duty of Candour and the service worked in partnership with stakeholders. There was a positive culture reflected throughout the service.
Rating at last inspection: Good (published August 2017).
Why we inspected: This was a planned inspection based on the previous rating. At this inspection we found the overall rating remained Good.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Access Your Care Limited on our website at www.cqc.org.uk.
Access Your Care is a combination of services. These are Response 24, which provides an emergency care response service for pendant activations and/or alarm raising equipment managed by local and national call centres/companies. We inspected this aspect of the service because they provide people with personal care. The Response 24 service also provided up to six weeks of care in people’s own homes. At the time of our inspection, there were 72 people using this service. We inspected this aspect of the service because they also provide people with personal care. In addition to personal care, Access Your Care provided a range of other services to people that we do not inspect.
There is 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 and relatives consistently told us the responsive service they received when they needed urgent assistance was excellent. Comments included, “The care and support Response 24 have provided for my grandfather is outstanding. They are compassionate and caring. Fantastic Agency!” Another family said, “Without a doubt, because of the care we received we have avoided having to call on the ambulance service for falls and probably a long wait in A and E as a result. The staff at Response 24 are superb.”
People gave 100% positive feedback and said, “Once the staff arrived I felt safe and cared for” and “I am truly thankful to your service and my deepest thanks to you all”. Records showed Response 24 had reduced the number of calls people needed to make because they involved other professionals in ensuring the care people received met their needs.
Feedback from people and relatives consistently showed they felt the staff had gone above and beyond what was expected of them. People gave examples of when staff had stayed with them to comfort them in times of distress. Family members said the end of life care their relatives received had enabled them to remain at home and the care had been excellent. People and their relatives gave several examples of when they felt they had been encouraged and supported to achieve independence such as not needing the service any longer, or requiring less support from staff.
The service had developed close working relationships with other healthcare professionals, which meant ideas and opinions had been shared. A local authority review recognised the service as ‘a critical, integral supportive service’.
People and relatives told us people were kept safe and free from harm. There were appropriate numbers of staff employed to meet people’s needs and provide a flexible service.
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.
There were suitable recruitment procedures and required employment checks were undertaken before staff began to work for the service. Staffing levels and skill mix were planned, implemented and reviewed to keep people safe at all times. Any staff shortages were covered because the service had staff on call.
The staff understood their role in relation to the Mental Capacity Act 2005 (MCA). People were given choices in all aspects of their care.
Systems, processes and standard operating procedures around medicines were reliable and appropriate to keep people safe. Monitoring the safety of these systems were robust.
Assessments were undertaken to assess any risks to the person using the service and to the staff supporting them. People and their relatives were involved in the care planning process. This included environmental risks and any risks due to the health and support needs of the person. The risk assessments we read included information about action to be taken to minimise the chance of harm occurring. People’s needs were reassessed regularly to ensure their changing needs were met.
Staff told us the registered manager was accessible and approachable. Staff and relatives felt able to speak with the manager and provided feedback on the service.
The registered manager undertook spot checks to review the quality of the service provided and made sure people were happy with the service they received.