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PCT Care Services Ltd Head Office

Overall: Good read more about inspection ratings

Unit 4B, Wymondham Business Centre, Eleven Mile Lane, Wymondham, Norfolk, NR18 9JL (01953) 602299

Provided and run by:
PCT Care Services Limited

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

Latest inspection summary

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Background to this inspection

Updated 11 April 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

One Inspector, one assistant inspector, and two experts by experience carried out this inspection. 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 homes. The service provided care to people with a diverse range of needs, this included older people, people living with dementia, people with mental health needs, and people with a physical disability. Not everyone using [service name] 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 service is required to have a registered manager. 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. At the time of our inspection, a manager was registered with us.

Notice of inspection:

We gave the service 48 working hours’ notice of the inspection site visit because we needed to arrange to speak to people using the service and ensure we could access the service’s office.

What we did:

We reviewed information we had received about the service since they were registered. This included details about incidents the provider must notify us about, such as abuse. We sought feedback from the local authority. We assessed the 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 used all this information to plan our inspection.

During the inspection we spoke with 16 people and 16 relatives to ask about their experience of the care provided. We spoke with 14 members of care staff. This included; nine care staff workers, two senior care staff, one care coordinator, the registered manager and the director.

We reviewed a range of records. This included seven people's care records and three people’s medicine records. We also looked at three staff files which included training and supervision records. We looked at records relating to complaints and records relating to the management of the service.

Overall inspection

Good

Updated 11 April 2019

About the service: PCT Care Services Ltd Head Office is a domiciliary care service. They provide personal care and support to people living in their own homes. At the time of our inspection 73 people were using the service and it employed 35 care staff.

People’s experience of using this service:

¿Risk assessments and associated care plans, including those relating to people’s medicines, required some improvements.

¿Potential safeguarding incidents had been robustly responded to but had not always been discussed and referred to the local authority adult safeguarding team.

¿We have made a recommendation that the service reviews relevant guidance regarding MCA and deprivation of liberty in community settings.

¿People received timely and responsive support from consistent staff who were kind, caring, and supportive of people’s dignity and independence.

¿Staff supported people with their healthcare needs and ensured people had enough to eat and drink.

¿Staff had a good knowledge of people’s individual needs, wishes, and preferences. This was supported by life story work that staff undertook with people.

¿Staff supported people in achieving goals and wishes for the future, this included accessing community resources and helping them to participate in activities and hobbies.

¿The service was well run, it engaged in learning opportunities and strove to develop high quality person centred care. There was a clear ethos and wish to improve people’s overall quality of life.

¿People, relatives, and staff were happy with the service and the quality of care provided.

Rating at last inspection: At our last inspection, the service was rated "good". Our last report was published on 21 July 2016.

Why we inspected: We inspected this service in line with our inspection schedule for services currently rated as Good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any information is received that we need to follow up we may inspect sooner.

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