Keyznow Health and Social Care Ltd

Updated 1 February 2023

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 one inspector.

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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the

quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service two days' notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection. We also gave time for the registered manager to send us inspection information to limit the time spent at the office.

Inspection activity started on 08 December 2022 and ended on 14 December 2022. We visited the location’s office on 08 December 2022.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We checked the information we had about the service including any notifications they had sent us. A notification is information about incidents or events that providers are required to inform us about. We asked the local authority for information they had about the service. We used all this information to plan our inspection.

During the inspection

We visited the office and spoke with the registered manager and a member of staff. We reviewed records, including one person’s care plan and care records, two staff recruitment and training records and a variety of records relating to the management of the service, including quality monitoring and audits.

Following our site visit we attempted to speak with one person using the service by telephone, however we were unsuccessful. We spoke with two care staff to gain their views of the service.

Updated 1 February 2023

About the service

Keyznow Health and Social Care Ltd is a domiciliary care service that provides personal care to people living in their own houses and flats. At the time of our inspection there were two 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

Risks to people were not always identified, assessed and documented. Medicines were not managed and administered safely. People's care was not consistently personalised. Care plans did not always identify or reflect individuals' preferences in the way they wished to be supported, or contain detailed information about their needs, wishes and the support they needed. Systems and processes in place for monitoring the quality and safety of the service were not robust or effective in identifying issues and concerns found at this inspection and for helping to drive service improvements.

People were protected from the risk of abuse. There were safeguarding and whistleblowing policies and procedures in place. Staff knew how to report incidents or accidents appropriately. People were protected from the risk of infection and staff were supplied with appropriate Personal Protective Equipment (PPE) to keep them and the people they supported safe.

People were supported to maintain a balanced diet where this was part of their plan of care. Staff sought consent from people when offering them assistance. People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff received training and support relevant to their needs and the needs of the people they supported. People were supported where required to access a range of health and social care services when they needed them. Staff received equality and diversity training and were committed to providing a service which was non-discriminatory. The provider had a complaints policy and procedure in place. The registered manager understood the responsibilities of their role including the duty of candour.

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 7 May 2021 and this was the first inspection.

Why we inspected

We conducted a comprehensive inspection which looked at all the key questions so we could provide a rating for the service.

Enforcement

We have identified breaches in the regulations in relation to person centred care, safe care and treatment and good governance at this inspection. Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.