7 March 2023
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.
The inspection was completed by 1 inspector and 1 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.
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.
Notice of inspection
We gave a short period notice of the inspection so people could consent to take part in the inspection by giving us feedback by phone.
Inspection activity started on 1 February and ended on 9 February 2023. We visited the location’s office on 3 February 2023.
What we did before the inspection
We reviewed information we had received about the service since their registration with CQC. The provider was 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 used all this information to plan our inspection.
During the inspection
We spoke to 12 people and relatives via telephone to gain feedback about their care. We spoke to 4 staff including, the registered manager, office staff and care staff. We reviewed records relating to people’s care and the running of the service. These included care records for 5 people, 3 staff recruitment file, audits, policies, incidents reports, quality assurance records and care records.
7 March 2023
About the service
The service is a domiciliary care agency which provides personal care services to people living in their own home. There were 13 people using the service at the time of the inspection.
People’s experience of using this service and what we found
People told us they received good quality care from consistent staff at agreed times. The provider had systems in place to reduce any identified risks related to people’s care and there were effective procedures in place to promote people’s safety, manage people’s medicines, respond to incidents and reduce the risks of people experiencing abuse or coming to avoidable harm. There were robust contingency plans in place to help ensure the service ran safely outside of office hours and in the event of an emergency.
The registered manager and senior staff were dedicated to their role. They promoted a clear vision and ethos, which reflected a positive, open service that provided personalised care. There were systems in place to monitor the quality of the service and plans in place to promote improvement. People told us they felt confident to approach staff and the registered manager and that their suggestions would be listened and responded to.
People’s needs were fully assessed to help ensure appropriate packages of care were in place to meet their needs. This included assessments in relation to nutrition, hydration, medicines, and the use of care related equipment. The provider was pro-active in involving other stakeholders to promote positive outcomes for people in relation to their health, medical conditions and overall wellbeing. The provider sought valid consent to care to help ensure the expectations and outcomes of care were clear. There were appropriate processes in place to gain people’s consent to care. 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 told us staff were caring and competent. Staff received appropriate training and ongoing support in their role. People told us they were treated with dignity and respect and staff promoted their choice and independence. People were involved in making decisions about their care and the provider considered people’s equality and diversity when planning and reviewing care.
The provider was responsive to people’s needs. They considered people’s abilities and independence when planning and reviewing their care. The provider worked with people and other stakeholders to make changes to care when needed to help them remain as independent as possible in their own homes. There were appropriate systems in place to respond to complaints and concerns.
For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 20 September 2021 and this is 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.
We will continue to monitor information we receive about the service, which will help inform when we next inspect.