Archived: Crocus Community Care

Updated 22 October 2021

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 and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides 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 are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period notice of the inspection, due to the majority of the inspection being carried out remotely to reduce the risks of COVID-19. Inspection activity started on 17 September 2021 and ended on 12 October 2021, during which time we reviewed documents provided and made telephone calls to speak with people, their relatives and staff. We visited the office location on 5 October 2021.

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 spoke with six people who used the service and one person’s relative about their experience of the care provided. We spoke with six members of staff including the registered manager, care manager, administrator and three care workers.

We reviewed a range of records. This included four people’s care records and multiple medication records. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 22 October 2021

About the service

Crocus Community Care is a domiciliary care agency providing personal care to people in their own homes. 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. At the time of inspection, the service was supporting a total of 25 people, with 10 people receiving support with personal care.

People’s experience of using this service and what we found

Care plans and risk assessments were in place setting out people’s support needs, but some required a review to ensure they were up to date. Supervisions and spot checks took place informally to ensure staff were supported and competent in their roles

We have made a recommendation about the recording of the level of medicines support required in care plans and a recommendation about medicine competency assessments.

Infection prevention and control (IPC) measures were effective, including the safe management of COVID-19. Whilst there had been no new staff recruited since the last inspection, care was provided by a small, long-standing staff team who knew people well. Lessons were learned from accidents and incidents to reduce the risk of reoccurrence. Staff were confident in how to raise safeguarding concerns.

Assessments were carried out on people’s care and support needs, involving people and their families in the care planning process. Staff had access to online training to develop their skills and knowledge, although some practical training had been impacted by the COVID-19 pandemic. People were supported with food and drink, and staff knew their preferences and choices. The service enabled people to access healthcare support, such as district nurses, GPs and other professionals.

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 were described as caring, compassionate and kind. People told us they often went ‘over and above’ to make them feel comfortable and cared for. People’s privacy and dignity were upheld, and their independence promoted.

The service was described by people as being responsive, with extra visits and support often available if required in response to people’s changing needs. Communication methods had been considered for people if additional support was required to make information accessible. Staff built rapport with people to reduce the risk of social isolation. Where complaints had been received, this had been followed up openly by the manager and advice sought from external agencies such as the local authority where required. A policy and procedure was in place in case staff needed guidance on supporting people receiving end of life care.

There was a positive and inclusive culture at the service. Oversight and governance systems were in place, including audits, for the purposes of quality assurance. The provider was open and transparent and understood regulatory requirements and the duty of candour. We received feedback the service worked well with other professionals to secure good outcomes for people.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 6 November 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.

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.