Everyday Recruitment Agency Limited

Updated 2 September 2021

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 Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience who contacted people and their relatives remotely by telephone. 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.

The service had a manager registered with the Care Quality Commission. 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.

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. We also requested contact details for people and professionals who would be able to give feedback about the service prior to the on-site inspection.

Inspection activity started on 12 July 2021 and ended on 14 July 2021. We visited the office location on 13 July 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from people using the service and their relatives. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with seven people and one relative about their experience of the care provided. We spoke with nine members of staff including the director, registered manager, assistant manager, senior care workers and care workers. We reviewed a range of records. This included nine people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We requested feedback from two professionals who regularly visit the service.

Updated 2 September 2021

About the service

Everyday Recruitment Agency Limited is a domiciliary care agency providing care to people living in their own homes. Not everyone who used the service received 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. At the time of the inspection there were 69 people receiving personal care. Care was provided to younger adults with learning and physical disabilities as well as older adults with a range of conditions including people living with dementia, long term health conditions and complex physical health needs.

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

People told us they felt safe and were cared for by staff who knew them well. Risks to people’s health and safety were assessed and staff were aware of people’s risks and how to manage them. Care and support plans were person centred, promoted independence and provided staff with detailed guidance on how to support people. One person told us the service had, “been a great benefit to my life.”

Accidents and incidents were appropriately reported by staff and investigated as required. Advice was sought from health and social care professionals if people's needs changed. This was implemented by staff and people’s care plans updated to reflect any changes.

Medicines were managed safely and quality assurance systems for monitoring medicines were effective in identifying errors and action taken. Staffing levels were sufficient to meet people’s needs and staff said there was enough time during visits to spend with people. One person told us, “Calls are on time and carers stay full time.” Another explained, “I’ve got a rota with times on it. Timekeeping is good… It’s relatively the same people that visit.”

People’s needs were assessed prior to receiving the service and regularly reviewed. People told us they felt involved in their care and were encouraged to provide regular feedback. Staff completed an induction and underwent training essential to their role. Staff received regular supervision and felt supported by the registered manager and senior care staff.

People were supported to maintain their interests and hobbies and access healthcare services for support. Relative’s views were listened to and respected and staff worked closely with external agencies to provide effective care.

Staff knew people well and showed in depth knowledge and understanding about people and their care. People spoke warmly and positively about staff. One person said when describing staff, “They’re lovely [staff] that usually comes. There’s another [staff] that comes sometimes and they’re marvellous too.” Staff spoke positively about the service and their colleagues. One staff member said, “I would have Everyday Recruitment Agency (ERA) look after my family, all the carers are lovely, they are all trained and have a rapport with customers.”

People and staff spoke positively about the registered manager and the senior staff team. Quality assurance and management systems provided oversight of the service and peoples care. When shortfalls were identified, changes were made to improve and lessons learnt were shared with the team. Staff had established close links with community services and worked effectively with external teams and agencies.

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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support:

• The model of care maximised people’s choice, control and independence. People were involved in their care and support plans were designed to promote a good quality of life. People were supported to make choices about where they go, what they do and to follow their own interests. People were supported to access the local community and local health services.

Right care:

• Care was person-centred and promoted people’s dignity, privacy and human rights. The service focussed on people’s strengths and promoted independence. Staff supported people in a manner which promoted their privacy and dignity. People were cared for in their own homes to which they had unrestricted access and enabled them to continue living where they wanted to be.

Right culture:

• The manager and staff at the service demonstrated values, attitudes and behaviours which supported people to lead confident, inclusive and empowered lives. Staff had received specific training to meet the needs of people with a learning disability and spoke passionately about people and the care and support they provided. The service promoted an open and transparent culture which encouraged people and their families to share their views and make a complaint.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was Requires Improvement (published 02 June 2020) and there were six breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Everyday Recruitment Agency Limited on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.