Archived: Concept Care Practice Limited - 20 Cross Street

Concept Care Practice Limited - 20 Cross Street is a domiciliary care agency providing personal care to people living in their own homes. They mostly provide staff to care homes with and without nursing. However, that side of the business does not require registration with the Care Quality Commission (CQC). CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating, in their own homes. At the time of our inspection there was one person receiving personal care in their own home. The service is also registered to provide nursing care to people living in their own homes. However, that side of the service was dormant at the time of our inspection.

People’s experience of using this service:

¿ The service assessed risks to the health and wellbeing of people who use the service and staff.

Where risks were identified action was taken to reduce the risk where possible.

¿ Recruitment processes were in place to make sure, as far as possible, that people were

protected from staff being employed who were not suitable.

¿ Medicines were handled safely by staff who had been assessed as competent to do so.

¿ People received effective care from staff who were well trained and supervised.

¿ Feedback from relatives was that staff were caring and respected their family member's privacy

and dignity.

¿ Care was designed to meet people's individual needs and preferences.

¿ People were supported to have maximum choice and control of their lives and staff supported

them in the least restrictive way possible; the policies and systems in the service supported this

practice.

¿ Relatives knew how to complain and knew the process to follow if they had concerns.

¿ People's right to confidentiality was protected and their diverse needs were identified and

incorporated into their care plans where applicable.

¿ A relative told us, "I just can't fault them. I think they are absolutely brilliant. They never make

[Name] feel like anything is too much trouble."

Rating at last inspection:

Good. The report from the last inspection was published on 28 October 2016.

Why we inspected:

This was a planned comprehensive inspection carried out in line with our aim to re-inspect a service within 30 months of being given a rating of Good.

Follow up:

We will continue to monitor all information we receive about this service. This informs our ongoing assessment of their risk profile and ensures we are able to schedule the next inspection accordingly.

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

Concept Care Practice Limited - 20 Cross Street, is a care agency which provides staff to support people in their own homes. People with various care needs can use this service including people with physical disabilities and older people. At the time of this inspection two people received care from this service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

People and their relatives told us that they felt safe with staff and would be confident to raise any concerns they had. The provider’s recruitment procedures were thorough and medicines were managed safely. There were sufficient staff to provide safe, effective care at the times agreed by the people who were using the service.

There were procedures in place to manage risks to people and staff. Staff were aware of how to deal with emergency situations and knew how to keep people safe by reporting concerns promptly through processes that they understood well.

Staff received an induction and spent time working with experienced members of staff before working alone with people. Staff were supported to receive the training and development they needed to care for and support people’s individual needs.

People and their families were complementary of the services provided. The comments we received demonstrated that people felt valued and listened to. People were treated with kindness and respect whilst their independence was promoted within their homes and the community. People received care and support from familiar and regular staff and would recommend the service to other people.

People’s needs were reviewed regularly and their care and support plans promoted person-centred care. Up to date information was communicated to staff to ensure they could provide the appropriate care and support for each individual. Staff knew how to contact healthcare professionals in a timely manner if there were concerns about a person’s wellbeing.

The provider had a system to regularly assess and monitor the quality of service that people received and identified areas for improvement.

The person we spoke with told us their care plans were accurate and the care they received was of a high standard. They said staff arrived on time and were always friendly and professional in their approach. We spoke with one relative who told us, "We are very happy with the service our family member has received; it is excellent I can always contact the office if I have any concerns but, I have never had a need to do so.'

We spoke with two members of the care team who demonstrated a good understanding of the support needs of people using the service and were able to clearly verbally demonstrate their understanding of staff responsibilities to keep people using the service safe from any suspected abuse. Staff told us they were encouraged and supported to attend regular training and had regular supervision.

We saw staff appraisals were held with people who used the service and the manager. Staff told us they had the necessary training to do their job properly. Where medications were administered by care staff they had the necessary training .

We spoke to two service users who said the care they received met their needs. One person we spoke to said staff were 'committed' and they were 'happy with the service' they received.