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PCT Care Services Ltd Head Office Good

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 21 July 2016

The inspection took place on 15 and 16 June 2016 and was announced.

The agency provides support to people in their own homes. The support people receive varies from help with bathing or washing, medicines and meal preparation, to support with activities. At the time of our inspection, there were 79 people using the service.

The agency had a registered manager in post. A registered manager is a person who has registered with CQC 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.

At our last inspection in March 2015, we found that the agency needed to improve in all areas. The service had breached two regulations, for ensuring proper staff support and training, and for monitoring the quality and safety of the service properly. We asked the provider to make improvements in these areas. The provider also told us how they would make improvements in all other areas and we found they had worked hard to do so.

The safety of the service people received, if they needed support to manage their medicines, had improved. Staff had better training in the safe administration of medicines and assessments of their competence to do this safely.

People received assistance from sufficient numbers of staff to meet their needs safely. Recruitment processes contributed to protecting people from the employment of staff who were unsuitable to work in care. Staff were aware of their obligations to report concerns that people may be at risk of harm or abuse. Staff providing care also took into account the risks to people's safety and wellbeing and knew what they needed to do to promote people’s safety.

Significant improvements had been made in the way that staff were trained and supported to meet people's needs competently. People felt that staff understood how to support them properly. Staff training in the Mental Capacity Act 2005 was still under-developed. This provides guidance for staff about supporting people who may find it difficult to make informed decisions about their care. However, staff recognised the importance of seeking people's consent before they started to deliver care.

Staff understood the importance of making sure that people had enough to eat and drink, where this was part of their care package. They were alert to changes in people's health and welfare so they could seek advice promptly to help people recover or stay well.

People were more involved and consulted about their care than they had been before. Staff reviewed people's needs more regularly with them, to see whether they needed to make changes. Staff were aware of the specific, individual needs of the people they supported.

People received support from kind and compassionate staff who treated them with respect for their privacy and dignity. People were confident that staff and the management team would listen to and address any concerns or complaints they had.

The new management team had made improvements in the way that the quality and safety of the service was monitored. They had also improved the way that the views of people using and working in the service were taken into account. They listened to people's suggestions and views and told people what they were doing about these. They were aware of the need to make further improvements and to sustain the improvements they had already made.

Inspection areas

Safe

Good

Updated 21 July 2016

The service was safe.

Staff understood the importance of reporting concerns that people were at risk of harm or abuse.

Risks to people's safety were taken into account in the way that staff delivered care.

There were enough staff to support people and they were recruited in a way that contributed to protecting people from staff who were unsuitable to work in care.

People's medicines were managed safely.

Effective

Good

Updated 21 July 2016

The service was effective.

People received support from staff who were trained and supported to meet people's needs competently.

Staff understood the importance of seeking consent from people before delivering care.

Where it was part of people's care packages, staff made sure people had access to enough food and drink.

Staff were alert to changes in people's health and took prompt action to seek advice.

Caring

Good

Updated 21 July 2016

The service was caring.

People were supported by staff who were kind and compassionate.

People were encouraged to make choices and decisions about their care and support.

Staff understood how to promote people's privacy, dignity and independence.

Responsive

Good

Updated 21 July 2016

The service was responsive.

Staff delivered care in a way that took into account people's needs and preferences and what was important to them.

People and their relatives were confident that concerns and complaints were properly addressed.

Well-led

Good

Updated 21 July 2016

The service was well-led.

People were confident that the management team listened to their views about the service and made changes if necessary. The views of staff were also taken into account.

The new management team were continuing to develop and improve how they monitored the quality and safety of the service.