We carried out a review of the data available to us about Personalized Care Services on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Personalized Care Services, you can give feedback on this service.
Personalized Care Services is a domiciliary care service that provides care and support for people in their own homes. They provide some short-term packages and support people back to independence. 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 the inspection the service was supporting 63 people with personal care. Many people using the service were older people and some were people with a learning disability and autistic people.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
People's experience of using this service and what we found
Right Support: People were happy with the care and support they received. People were supported by a regular team of staff who knew them well. This promoted continuity 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. Staff worked in partnership with people, relatives and health and social care professionals to provide good outcomes for people.
Right Care: People told us they felt safe with staff and were complimentary of the care they received. People's needs and preferences were assessed prior to receiving the service. People received consistent care from staff who knew them well. People and those important to them were involved in planning their care. Staff understood how to protect people from poor care and abuse. Staff were recruited safely. There were enough staff to meet people’s needs and deliver consistent care.
Improvements had been made to how risks were managed. A new computer system for developing and monitoring care records was in place and working well. Overall care records contained the information staff required to deliver safe and personalised care to people. We have made a recommendation about risk assessments.
Right Culture: The provider and care team listened and responded to people's views. Quality assurance and monitoring systems had been improved. The provider used their audit processes to learn lessons, reduce risk and improve the quality of care people received. Improvements had been made to ensure medicines and risks to people’s health and wellbeing were being safely managed. The provider was passionate about their service and promoted an inclusive, open and person-centred culture.
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 requires improvement (published 8 April 2022) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve.
At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We carried out an announced comprehensive inspection of this service on 4 November 2021. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment and good governance.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Personalized Care Services on our website at www.cqc.org.uk.
Personalized Care Services is a domiciliary care service that provides care and support for people in their own homes. They provide some short-term packages and support people back to independence. 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 the inspection the service was supporting 36 people with personal care.
People’s experience of using this service and what we found
Medicines were not always managed safely. Audits and processes to monitor the administration of medication were not effective at identifying issues. Medication was not always documented accurately or consistently making it difficult to monitor.
Governance and systems to monitor quality and safety were not always effective. Audits were not always completed and did not always identify issues found on inspection. Competency checks were carried out but did not identify that staff had the skills to meet people’s needs.
Risks were not always well managed. Some people did not have risk assessments in place. There were no environmental risk assessments to address safety issues in people's homes.
Care plans contained person-centred information including those people on short term packages. The care files contained pre assessments and information about people's likes, dislikes and preferences.
People and relatives were positive about the service received and felt they received the care they needed to keep them safe and well. People were supported by consistent and caring staff.
Staff followed good infection control practices including wearing personal protective equipment when supporting people.
Staff knew people well and supported them based on their needs, choices and preferences. Staff had received a high level of training which had provided them with the necessary knowledge to meet people’s needs. Staff followed good infection control practices including wearing personal protective equipment when supporting people. Staff spoke very positively about the support they received and the quality of the service.
The provider was proud of their ability to support people on short term packages back to independence, resulting in people not needing continued care. There were many examples where the service had achieved this and ended packages when independence was reached.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at the last inspection
This service was registered with us on 29/07/2019 and this is the first inspection.
Why we inspected
This was a planned inspection of a newly registered service.
We have found evidence that the provider needs to make improvements. Please see the safe and well led sections of this full report.
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.