Archived: Jen-U-Win Care

Updated 27 February 2019

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.

Not everyone using this service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

The provider was given seven days’ notice because the service is small and the manager is often out of the office supporting staff or providing care and we needed to be sure that they would be in. The inspection site visit activity started on 22 January 2019 and ended on 25 January 2019. It included telephone calls to six people and seven relatives. We also spoke with five staff members and the registered manager. We visited the office location on 25 January 2019 to see the registered manager and to review care records. One inspector carried out this inspection with an expert by experience. An expert by experience is a person who has personal knowledge of using services.

The provider completed a provider information return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We looked at five people’s care records to see if these were accurate and up to date. We also looked at records relating to the management of the service including quality checks.

Updated 27 February 2019

Jen-U-Win is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older and younger adults in and around Buxton. The organisation provides other support that is not regulated by us including support in the community. This is the first inspection of this service since they registered in December 2017.

The service had a manager in place at the time of our inspection. 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.

The staff understood how to protect people from harm and were confident that any concerns would be reported and investigated. Risks to people’s health and wellbeing were assessed and plans were in place to monitor people and to assist them in a safe manner. Some people received assistance to take medicines and records were kept to ensure that this was done safely. There were safe recruitment procedures in place to ensure new staff were suitable to work with people. Lessons were learnt where things went wrong to ensure improvement were made.

Staff were supported and trained to ensure that they had the skills to support people effectively. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible. People made decisions about how they wanted to receive support to ensure their health needs were met. When people required assistance to eat and drink, the provider ensured that this was planned to meet their preferences and assessed need.

People had a small team of staff who provided their support and had caring relationships with them. Care was planned and reviewed with people and the provider ensured that people’s choices were followed. People’s privacy and dignity were respected and upheld by the staff who supported them.

People had care records that included information about how they wanted to be supported and this was reviewed to reflect any changing needs. There was a complaints procedure in place and people were confident any concern raised would be addressed.

People were asked for their feedback on the quality of the service and their contribution supported the development of the service. Quality assurance systems were in place to identify where improvements could be made, and the provider worked with other organisations to share ideas and to develop the service. The registered manager promoted an open culture which put people at the heart of the service.