Archived: 1-2-1 5 Star Care

Updated 5 March 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. They delivered care to around twenty-seven people in the city of Carlisle.

The service had a manager registered with the Care Quality Commission. This means they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

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 the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 24 January 2020 and finished on 3 February 2020. We visited the office location on 24 January 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We had contact, by telephone, with ten people who used the service (or their relatives) about their experience of the care provided. We spoke with the provider, the registered manager and one support worker during our visit to the office. We also spoke with five further staff members by telephone.

We contacted four professionals who regularly visit the service.

We reviewed a range of records. This included five people’s care records and medication records. We looked at three staff files in relation to recruitment and staff development. We reviewed a variety of records relating to the management of the service, including rostering of the care delivery.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We received training data and quality assurance records.

Updated 5 March 2020

About the service

1-2-1 5 Star Care is a domiciliary care service delivering care and support to people in their own homes living in Carlisle. At the time of the inspection the provider was supporting approximately twenty-seven people, mainly older adults. The service delivers personal care and support. They also provide community meals.

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

People told us they felt safe and well supported by the service. Staff understood how to protect people from harm and abuse. Staff had been appropriately recruited, in sufficient numbers, allowing the team to deliver timely and appropriate care. One person said, "The staff are great, good workers and nice girls."

People were very satisfied with the care and support they received. Staff understood how to help with medicines and were skilled in care tasks. People had detailed care plans and were happy with the discreet and dignified delivery of care. 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 judged that staff were well-trained and skilled. Staff had received detailed induction and training was on-going. Staff treated people with respect and, as one person said, "We have a good rapport". Staff supported people, where possible, to continue to be engaged with cultural and social activities.

The staff and people who used the service judged that the service was well organised and the management team were open and approachable. Systems were in place to make sure that people received good quality services. The team were keen to improve and develop.

Rating at last inspection

The last rating for this service was good (published 22 June 1917). Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

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.