Phoenix Care

Updated 8 October 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 completed 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 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. The registered manager was also the provider and owner of the service.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider would be in the office to support the inspection.

Inspection activity started on 5 September 2022 and ended on 13 September 2022. We visited the location’s office on 7 September 2022.

What we did before the inspection

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 information gathered as part of monitoring activity which took place on 19 May 2022 to help plan the inspection and inform our judgments.

We sought feedback from the local authority and the local Healthwatch team. 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 all this information to plan our inspection.

During the inspection

We spoke with three people who used the service and six relatives. We spoke with seven staff members, including care staff, managers and the provider/registered manager.

Updated 8 October 2022

About the service

Phoenix Care is a domiciliary care service providing personal care to people in their own homes. At the time of our inspection, the service was providing personal care to 21 people.

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

The provider had systems in place to monitor the quality and safety of the service. These needed further improvement and the provider was already working towards this prior to our inspection.

Systems and processes were in place to safeguard people from the risk of abuse and staff were aware of how to report concerns. Risks to people were assessed to keep them safe. Staff were recruited safely, and people were provided with sufficient staff to meet their needs. Staff were suitably trained to administer medicines.

Staff had received training appropriate for their roles and people told us staff were suitably trained to support them. People had support to prepare their meals and drinks where they needed this. Staff and the registered manager worked with community health and social care professionals to ensure people's needs were met.

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 complimentary about the care and support they received from staff. People knew how to raise issues or complaints and found the service responsive.

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 the service under the previous provider was good, published on 6 November 2019.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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