Archived: Conquest Recruitment

Updated 21 February 2018

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.

This inspection took place on the 9 January 2018. It was a comprehensive inspection carried out by one inspector. We gave the service two working days’ notice of the inspection visit because the location provided a domiciliary care service and we needed to be sure that key members of staff would be available.

Before the inspection we looked at information we held about the service. This information included notifications sent to the Care Quality Commission [CQC] and all other contact that we had with the service since the previous inspection. Notifications are information about specific important events the service is legally required to report to us. We sent out questionnaires and received three that had been completed by people using the service. We also looked at reports of local authority quality checks and the action taken by the service to address shortfalls found.

We also reviewed the Provider Information Record [PIR] which the provider had completed and submitted to us. The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The PIR was discussed with the registered manager and care coordinator during the inspection.

Some of the people using the service were unable to tell us what they thought about the service. Because of this we spoke with family carers. We asked for their views about the service and how they thought their relatives were being cared for.

During the inspection visit to the agency’s office we spoke with the registered manager and the care coordinator. Following the visit we spoke with one person using the service, seven people’s relatives, two field supervisors and two care workers.

We reviewed a variety of records which related to people's individual care and the running of the service. We looked at the care files of four people using the service. We looked at four staff records to check recruitment procedures and whether staff had received the supervision and training they needed. We also looked at key policies and procedures to do with the running of the service, and the checks carried out to ensure that the quality and safety of the service were maintained and improvements made when needed.

Updated 21 February 2018

Conquest Recruitment is a domiciliary care service that is registered to provide people with personal care usually in their own homes. The service also provides other services that include supporting people to attend appointments, and doing housework and shopping for people. At the time of this inspection seven people were receiving support with their personal care.

At the last inspection on the 10 February 2016, the service was rated Good. At this inspection on the 9 January 2018, we found the service remained Good.

The service supported and promoted a culture that respected and valued people using the service, their relatives and staff. The service was flexible so it met people’s individual needs and preferences.

People told us that they felt safe when receiving care and support from staff. People’s relatives had no concerns about people’s safety. There were procedures for safeguarding people and staff understood how to respond to possible abuse.

People were supported by staff who understood their responsibilities to manage risks and report concerns where there were any issues relating to people's safety.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us that staff were respectful and listened to them. People’s views were valued. They were provided with opportunities to give feedback about the service. People knew how to make a complaint.

People were involved in their care. Their care plans were personalised and reflected their current needs and preferences. They contained the information staff needed to provide people with the care and support they wanted and required. Staff understood the importance of treating people with dignity and respect. People and relatives had developed positive relationships with care staff and management.

Arrangements were in place to ensure people received the service that they required from sufficient numbers of appropriately recruited and suitably trained staff. People's medicines were managed safely.

Staff were positive about the support and development opportunities they received. The provider ensured staff had the skills and knowledge to meet people's needs. People's dietary needs and preferences were supported by the service.

There were effective systems to monitor and improve the service, which included systems to gather people's feedback about the service. The registered manager and care coordinator looked at ways to continually improve and develop the service that it provided to people. They carried out checks to monitor and improve the quality and safety of the service and took action to address issues and make improvements when needed.

Further information is in the detailed findings below.