Tendring Care

Updated 6 January 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 Care Act 2014.

Inspection team

This inspection was completed by one inspector and one 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 houses and flats.

Notice of inspection

We gave a short period notice of the inspection, due to the majority of the inspection being carried out remotely to reduce the risks of COVID-19. Inspection activity started on 19 November 2021 and ended on 2 December 2021. We visited the office location on 26 November 2021.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and other professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with five people who used the service and two relatives about their experience of the care provided. We spoke with four members of staff including the provider’s representative (who is also the manager of the service), the care-co-ordinator and care workers.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at one staff file in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 6 January 2022

About the service

Tendring Care is a domiciliary care agency providing care and support to people living in their own homes. At the time of inspection, the service was supporting 14 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. Nine people were being supported with personal care.

People’s experience of using this service and what we found

Recruitment practice was carried out safely, although some minor improvements were required.

We have made a recommendation about embedding safe recruitment practices.

People were supported with their medicines safely and as prescribed. Whilst we received feedback about some late visits, this was due to a small staff team covering one another. Infection prevention and control measures were effective, including the safe management of COVID-19. Systems and processes worked to safeguard people from the risk of abuse. Learning was shared following any incidents.

People received an assessment before joining the service and told us their care plans were regularly reviewed and updated. Staff received supervision, appraisal and training to support them in their roles. Support was given with people’s meals, including choice and preference. People told us they were supported to access health and other services as required, such as district nurses. Consent was considered as part of the care provided.

People told us they were treated as individuals and with dignity and respect. Systems and processes supported a consistently caring service. People were able to make decisions about their care, including future planning, and what they would like to continue to do for themselves to maintain their independence. People and their relatives told us Tendring Care were kind, caring and compassionate.

Care planning was personalised and regularly reviewed. The Accessible Information Standard (AIS) had been considered. Measures were established to reduce the risk of social isolation. People told us they did not have cause to complain but knew how to do so if required. The provider worked in partnership with other professionals to support people to have a comfortable and dignified death.

Systems and processes were in place to ensure oversight and governance of the service, including a range of regular audits. People told us they found the office and management approachable. There was a positive and open culture. A Duty of Candour policy was in place. People’s feedback on care was sought through reviews and surveys. The provider worked effectively with other professionals such as GPs, social workers and district nurses, as well as with people and their families.

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

The last rating for this service was good (published 26 March 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.

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.