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Care Matters (Homecare) Limited Good

Inspection Summary


Overall summary & rating

Good

Updated 5 February 2019

Care Matters Limited is a domiciliary care service that provides personal care to people living in their own homes. The people who use the service have a range of needs. There were 26 people receiving a personal care service at the time of this inspection.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good overall and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. At this inspection we found the service now required improvement in the well-led domain. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

People said this was a safe service. They knew the staff and felt comfortable with each of them. Some staff raised concerns about rostering and travel time between calls, we discussed this with the management team to review how improvements could be made.

People were supported in a safe way. Staff had training in infection control and had all the necessary equipment to care for people in a hygienic way. People who required assistance with medicines were supported by staff who had training in medicines management.

People’s needs were assessed before the care service was arranged, however some staff said this could be more timely as information was not always in place quickly. Staff were trained in care and relevant health and safety topics. People’s consent was sought and recorded before care was provided.

Where appropriate people were supported with meals. Where people had specialist dietary needs, this was recorded and staff were trained in specialist techniques where necessary. The service had good working relationships with healthcare services and any changes in people’s health were referred to the right service.

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.

There were good relationships between people and staff. People felt confident that staff knew their needs, preferences and wishes.

Care Matters Limited provided a personalised service that matched each person’s individual needs. Care records were sufficiently detailed to guide staff in the individual needs of each person. Some people said they felt their concerns hadn’t always been listened to. We saw the new manager had already begun to go out and meet with people and had listened and addressed these concerns.

We received mixed views from the staff team about how they felt supported by the management team. The management team agreed that communication needed to improve and the new manager had already begun to meet with staff on a 1:1 basis and via staff meetings to listen to their views. Staff raised some issues regarding their employment terms and we fed this back to the management team who stated they were committed to making continuous improvements to the service.

Further information is in the detailed findings below.

Inspection areas

Safe

Good

Updated 5 February 2019

The service remained good.

Effective

Good

Updated 5 February 2019

The service remained good.

Caring

Good

Updated 5 February 2019

The service remained good.

Responsive

Good

Updated 5 February 2019

The service remained good.

Well-led

Requires improvement

Updated 5 February 2019

The service required improvement.

We received mixed views from staff about how they felt supported and valued by the service.

We found communication between staff and the management team could be improved.

We saw there were a range of quality audits in place.