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Phoenix Care Services Ltd Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 23 September 2020

About the service

Phoenix Care Services is a domiciliary care agency which provides personal care to people living in their own home. At the time of our inspection, the agency was providing the regulated activity of personal care to 17 people. People receiving the care were either living with dementia or elderly and frail.

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

Since our last inspection we found improvements had been made to the agency. This meant people received safe care as risks to people had been reviewed, medicines management systems had been updated and staff knew how to report safeguarding concerns. Other improvements included the introduction of an auditing programme and spot checks and supervisions carried out with staff. In general, the management of the agency had improved and there was a robustness about the management oversight.

People told us they felt safe with staff and that staff knew them well. Since our last inspection, risk assessments had been reviewed and updated. Detailed guidance was made available to staff and where staff were new to people, key information was provided about the person’s needs.

People said their medicines were given to them when they needed them and staff knew what they were doing. The introduction of an electronic medicines system had improved the management of medicines, this included the auditing of them.

People were protected from potential abuse as staff were now aware of what would constitute a safeguarding concern. They reported any concerns to the registered manager and the local authority and worked with them to investigate them. The registered manager had reviewed the requirements of registration in relation to notifications and understood the need to make us aware if there was a reportable incident.

People said staff had a good understanding of infection control and wore appropriate equipment when providing care to them. Staff were given sufficient PPE by the registered manager to enable them to carry out care in a safe way.

People received care from a consistent staff team who arrived on time and stayed for the amount of time expected of them. The agency employed a sufficient number of staff for the care packages they had and there was good communication between them and people who received care.

Feedback from people was sought on how the agency could improve and people told us they felt the agency was well managed and they felt comfortable raising concerns. The registered manager recognised the shortfalls identified at our last inspection and had worked to improve the service they provided and meet the requirements of registration. They continued to look at ways to improve and worked with external agencies to seek guidance and support to enable them to provide the most appropriate care to people.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was Requires Improvement (report published 10 August 2019).

At this inspection we found improvements had been made and the provider was no longer in breach of regulations. They had also met the warning notices we issued them with at our last inspection.

Why we inspected

We carried out an announced fully comprehensive inspection of this service on 11 June 2019. Breaches of legal requirements were found and we took enforcement action against the provider. The provider completed an action plan after that to show what they would do and by when to improve the safety and management of the agency.

CQC have introduced focused inspections to follow up on Warning Notices and breaches of Regulation. A focused inspection does not include all key questions. We undertook this focused inspection to check whether the Warning Notices we previously served in relation to Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and Regulation 17 of the Health and Socia

Inspection areas



Updated 23 September 2020

The service was safe.

Details are in our safe findings below.


Requires improvement

Updated 23 September 2020


Requires improvement

Updated 23 September 2020


Requires improvement

Updated 23 September 2020



Updated 23 September 2020

The service was well-led.

Details are in our Well-Led findings below.