14 March 2022
During an inspection looking at part of the service
Not everyone who used the service received 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.
People’s experience of using this service and what we found
People felt safe with the service provided. Staff knew about safeguarding procedures. One person told us, “I am so happy with my carers, they do all their tasks cheerfully. I trust them and we have a very good relationship, plenty of laughter and chatting.”
Rota management was not always well-managed to ensure people received timely and consistent care from the same staff. The provider was dealing with people’s feedback where we received less positive feedback about rota management to ensure people’s comments were addressed.
Electronic records provided detailed guidance to ensure people received person-centred care. However, some staff were not aware this information was all accessible electronically.
We have made a recommendation about improvements to some systems including communication and rota management to ensure more person-centred care to people.
Risks were assessed and mitigated to keep people safe. Staff recruitment was carried out safely and effectively. People were correctly supported with their medicines.
There were opportunities for staff to receive training. Most people commented, “Staff are very well trained and professional." Staff worked well with other agencies to ensure people received appropriate care and support. Staff were supported by the organisation and were aware of their responsibility to share any concerns about the care provided.
All people and relatives were complimentary about the direct care provided by support staff. One person said, “They are good lasses. We have a laugh. If I’m not feeling chipper they lift my spirits” and “The carers are brilliant, very caring.”
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.
There was consultation with staff and people. People and relatives were encouraged to express their views about the care and were involved in decisions making, as far as they were able. People said they knew how to complain.
Information was accessible to involve people in decision making about their lives. There were effective arrangements to ensure people were supported, if needed, with their nutrition and hydration.
The provider was monitoring the use of PPE for effectiveness and people’s safety. A quality assurance system was in place to assess the standards of care in the service.
Rating at last inspection and update:
This service was registered with us on 28 September 2021 and this is the first inspection.
The last rating for the service under the previous provider was rated Requires Improvement published on 26 April 2021.
The provider completed an action plan after the last inspection to show what they would do and by when to improve.
Why we inspected
The inspection was prompted in part due to concerns received about alleged neglect and financial abuse. A decision was made for us to inspect and examine those risks as well as formally rate the service.
We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe, effective, caring, responsive and well-led sections of this report.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.