Background to this inspection
Updated
27 July 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by two inspectors and an 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 homes.
Registered Manager
This 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. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced. We gave the provider 48 hours notice of the site visit to ensure the registered manager would be in the office to support with the inspection.
What we did before the inspection
We reviewed information we had received about the service. We also used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.
During the inspection
We spoke with the registered manager and five members of staff. We spoke to five people and five relatives about their experiences of the service.
We reviewed four people’s care plans and risk assessments, three staff recruitment files and a range of other written records.
Updated
27 July 2022
About the service
Unique Homecare is a homecare service providing personal care. The service mostly provides support to older people. 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 our inspection there were 30 people using the service and 12 of these people were supported with personal care.
People’s experience of using this service and what we found
The provider was exceptionally kind and caring and often went above and beyond expectations to promote people’s health and wellbeing. The staff team took innovative steps to reflect people’s personal histories and interests. People’s dignity, privacy and independence was at the heart of the support they received. The provider offered flexible support with a strong emphasis on social interaction. Staff ensured people were actively encouraged to make decisions about their own care.
Some key risks to people were not always clearly flagged in their care plans. Staff understood the need to raise concerns about poor practice but were not always clear on whistleblowing processes. The provider took immediate actions to ensure these risks were highlighted and staff understood whistleblowing procedures. People told us they felt safe using the service and were involved in their risk assessments. Staff recruitment was safe. People were supported with medicines safely and lessons were learnt when things went wrong.
People’s needs and choices were assessed effectively. People and relatives were involved in care planning and reviews of their support. Staff received a comprehensive training package and induction to support people effectively. People were supported to eat and drink a balanced diet. People were supported to access healthcare services.
People told us the service was responsive to their needs. Care planning was built around a person’s needs and wishes. People were supported to pursue hobbies and interests. People were supported with their communication needs. The provider was responsive to any concerns raised. Information was available to staff at people’s homes around end of life wishes.
Some quality assurance systems could have been more robust. Actions were taken immediately to improve these processes. The provider had a person-centred approach and the registered manager was candid when things went wrong. The provider used and sought innovative means to achieve better outcomes for people. People and staff were engaged by the provider.
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 last inspection
This service was registered with us on 15 January 2021 and this is the first inspection.
Why we inspected
This was a planned inspection following registration.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect