Caring Hands Leicester Ltd

People's experience of using this service and what we found.

Timely calls were not always in place to provide people with the personal care they needed.

Safe recruitment practices were not fully in place to ensure only suitable staff worked at the service.

People and their relatives were not always satisfied with the management of the agency. They said they always received a polite and reassuring response to their queries, but this was not always backed by effective action being taken. Effective quality assurance systems were not always in place to ensure people were provided with a quality service.

Details of how to reduce risks to people's safety were included in people's care plans. Care plans reflected people’s individual needs. Enough staff were employed to meet people's needs. People and relatives said safe care was provided, with people protected against abuse, neglect and discrimination.

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.

People and their relatives were very satisfied with the personal care that staff provided. They said they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff respected people's privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

People and relatives were aware of how to approach the registered manager to raise concerns or complaints. The registered manager understood their responsibilities and worked in an open and transparent way.

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

Why we inspected

The inspection was prompted in part due to concerns received about the safety of people's care in relation to moving and handling practice. A decision was made for us to inspect and examine those risks. We have found evidence that the provider needs to make improvements. Please see the Safe and Well Led sections of this full report.

The overall rating for the service has remained requires improvement based on the findings of this inspection.

Rating at last inspection

This is the third inspection for the service. The last inspection was in February 2019 when the service was rated requires improvement.

Follow up

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

People’s experience of using this service:

• Improvements were required to the records the registered manager kept.

• Safeguarding incidents and complaints were investigated but not always appropriately recorded.

• Improvements were required to ensuring people’s consent was appropriately recorded, or people’s capacity was appropriately recorded.

• Improvements were required to ensure people’s care plans were regularly updated to reflect their current needs.

• Improvements were required to the supervision of staff.

• People were happy with the caring and respectful approach of staff.

• People were treated well and most of the time staff arrived at the time people expected them.

• People received good support with their healthcare needs.

Rating at last inspection: The service was rated Good on 10 August 2016.

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated ‘Requires Improvement.’

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

Rosecarolinkcare Limited is registered to provide personal care and support for people living within their own homes. At the time of our inspection there were 18 people using the service. People’s packages of care varied dependent upon their needs.

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.

The registered manager told us that the people they support in some instances require support for a period of time following discharge from hospital, whilst others receive on-going and continued support.

People were supported in their own homes, and representatives of people using the service told us they believed people were safe and comfortable and were happy with the service being provided. Systems were in place to ensure that people who used the service were protected from the risk of abuse. The provider, registered manager and staff had received training in safeguarding adults from abuse and were aware of the procedures to follow if they suspected that someone was at risk of harm.

People were supported by a consistent team of staff who supported them and whom they felt confident with. Staff had good knowledge and insight as to the people they cared for and spoke passionately about the support they provided and about their professional working relationship.

People, and in some instances family members were involved in the developing and reviewing of care plans, which had been signed by them. In addition people had been provided with information about the service being provided.

People were offered support in a way that upheld their dignity and promoted their independence. Care plans were written in a personalised way based on the needs of the person concerned to ensure the staff had information on people’s preferences so that the care and support provided maintained people’s independence and promoted their choices.

Staff were trained and supported people with their medicine as required. People were supported where required, to liaise with external healthcare professionals and other agencies in order to ensure their healthcare needs were fully met.

Systems were in place to ensure that people were supported by staff that were of good character and able to carry out the work. Staff received on-going training, and met with the provider or registered manager to discuss their work and talk about the health and welfare of those they supported.

The provider was in the process of identifying a computer software programme that would support care management and compliance through the provision of a framework to enable them to audit the quality of the service being provided.

Staff, along with representatives of people using the service spoke positively about the provider and registered manager and their management of the service.