• Services in your home
  • Homecare service

Esteem care LTD - Carlisle

Overall: Good read more about inspection ratings

Pacific House, Fletcher Way, Parkhouse, Carlisle, Cumbria, CA3 0LJ (01228) 937780

Provided and run by:
Esteem Care Cumbria Ltd

Latest inspection summary

On this page

Background to this inspection

Updated 26 August 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

The inspection was carried out by one inspector 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 houses and flats.

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 not a registered manager in post. The manager intended to apply to be registered.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 13 June 2022 and ended on 20 June 2022. We visited the location’s office on 13 and 14 June 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, professionals who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We 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. We used all this information to plan our inspection.

During the inspection

We spoke with 12 people and three relatives. We contacted 11 staff for their views. We spoke with the manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records including four people's care and medicines records. A

variety of records relating to the management of the service were reviewed, including staff recruitment, training records, policies and procedures.

Overall inspection


Updated 26 August 2022

About the service

Cumbria View Care Services - Carlisle is a domiciliary care service providing personal care to people who live in their own homes. At the time of our inspection there were 60 people using the service.

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.

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

People and relatives praised the staff for their caring, friendly attitude. People said staff were kind and polite and they felt safe with them.

The service was safe. Risks to people’s health and safety were managed without compromising their independence. Medicines were managed in a safe way.

There were enough staff to make sure people received care and support. Staff were trained and supported to carry out their job safely. Overall, people said staff carried out their jobs in a competent way.

People were fully involved in the arrangements about their care service and their decisions were respected. The manager and staff had good working relationship with other care professionals for the benefit of the people who used the service.

People said they were asked for consent verbally when receiving care. Assessment records were incomplete and had not always been signed to show people’s consent. We have made a recommendation about this.

People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.

People were supported in a person-centred way and their individuality was respected and celebrated. The service was quick to respond to changes in people’s needs. Healthcare professional commented the service provided compassionate care for people.

People and relatives said they knew how to raise complaints and had confidence the management team would deal with these quickly and appropriately.

People, relatives and care professionals said the service was “well-run”. Staff were positive about working for the service. They said they felt supported and valued by the local management team.

The provider had governance systems in place to check the quality and safety of the service. However, there had not been a registered manager in place for several months. The manager intended to apply for registration.

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 21 February 2021 and this is the first inspection.

Why we inspected

This was a planned inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.