Background to this inspection
Updated
11 December 2020
The inspection
This was a targeted inspection to check on specific concerns following safeguarding notifications
about staff training and support, poor moving and handling practice, accident and incident management and staff behaviour.
Inspection team
This inspection was undertaken by two inspectors, one of whom completed a site visit to Promedica24 UK Limited office on 30 September 2020. One inspector facilitated the inspection remotely and interviewed the registered manager by video link.
Service and service type
This service is a domiciliary care agency. It provides live-in personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that 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 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 28 September 2020 and ended on 07 October 2020. We visited the office location on 30 September 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. The provider had not been asked to complete a recent 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 spoke with relatives of five people about their experience of the care provided. We spoke with the registered manager by video link and received feedback from eleven care managers and care workers. We reviewed recent quality assurance feedback received by the provider from people who used the service and their relatives. We reviewed a wide range of records relating to the management of the service, including staff training records, risk assessments, complaints log, records of accidents and incidents, workplace observations and the registered manager’s improvement plan for the service.
Updated
11 December 2020
About the service
Promedica24 UK Limited provides live in care staff to people living in their own homes throughout the country. Care staff are recruited in Poland and then come to the UK to live in people’s home and provide care for a period of usually seven weeks.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of our inspection 55 people were receiving live in support in their own homes.
People’s experience of using this service and what we found
People and their relatives were happy with the support they received. They regarded staff as an extended part of their family and were happy with the care and support they received which enabled them to remain in their own homes.
People felt safe with staff and had their needs met. Staff developed good relationships with people and were respectful of people’s privacy. Relatives felt their family members were cared for safely by well-trained staff, who were kind and respectful. Staff received the training and support they needed to enable them to support people effectively.
There were enough staff to meet people’s needs. Recruitment processes were robust and personalised to help ensure the right candidates were selected for the right people.
People received their medicines safely from trained staff. Accidents and incidents were analysed, and lessons were learnt and shared with the staff team.
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.
Staff supported people to eat and drink enough and people were involved in making decisions about their care where possible. Relatives assisted when appropriate. Staff gave and respected people's choices. Their preferences on how staff delivered their care were recorded in care records for staff to follow.
The provider had effective governance in place. There were systems to audit, monitor and drive improvement.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update:
The last rating for this service was good (published 21 June September 2017).
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.