Archived: Goldcrest Healthcare Service (Bristol)

Updated 18 January 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

The 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 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 14 December 2022 and ended on 3 January 2023. We visited the location’s office on 14 December 2022.

What we did before the inspection

Before the inspection we reviewed information we had received about the service since it registered with CQC. We reviewed CQC notifications. These describe events that happen in the service that the provider is legally required to tell us about.

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 this information to plan our inspection.

During the inspection

We spoke to one person who received personal care from the service. We also spoke with six people or the relatives of people who received support which was not regulated by CQC. This was to obtain additional views about the provider because these people received support from the same staff and management team as the person who received a regulated activity.

We spoke to 10 staff including the registered manager, nominated individual, compliance manager and support staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We received feedback from three professionals who worked with the service. Everyone’s comments have been incorporated into the report.

We reviewed records relating to people's care and the running of the service. This included the records of both people who received personal care. We also looked at three staff files in relation to recruitment and staff support, audits, policies and procedures and quality assurance information.

We considered all of this information to help us to make a judgement about the service.

Updated 18 January 2023

About the service

Goldcrest Healthcare Service (Bristol) is a domiciliary care agency that provides personal care and support to people living in their own homes and flats. The service provides support to people with a range of physical, sensory or mental health needs.

At the time of our inspection, 33 people were using the service, but only two people were receiving the regulated activity of 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 were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. Staff were trained and knew how to recognise and report abuse. Staff worked with other agencies to manage risks.

The service helped keep people safe because information about risks was known, monitored and well managed. Staff were given up to date guidance about how to work safely with different people and in different situations. Assessments which reflected people’s needs and choices were carried out and regularly reviewed. People were involved in assessments, care plan development and review.

There were enough staff, with the right training, qualities and skills to meet people's needs. People usually received support from a small group of staff. This meant they knew them well and people’s needs could be met more effectively. Staff received support in the form of continual supervision, appraisal and recognition of good practice.

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.

People were positive about staff and the service they received. People’s individual needs, preferences and routines were supported and respected. A staff compatibility policy helped the management team to provide people with support from staff they got on with or shared interests with. Staff encouraged people to achieve greater independence and identify meaningful goals.

Governance processes were effective and helped monitor performance, kept people safe and maintained standards. Actions were taken when shortfalls were identified to manage risks and make changes.

People and staff told us the service was well led and described the management team as supportive, approachable and caring. Staff felt respected and valued by managers and this fostered a positive, improvement driven culture. Feedback was regularly sought, and the management team were open and responsive.

The provider worked with a range of professionals to ensure people received effective support. They gave positive feedback about the service.

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 27 May 2021 and this was the first inspection.

Why we inspected

This service had not previously been inspected and we wanted to check that people were receiving safe care and support.

Follow up

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