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Culture Care Agency Limited

Overall: Good read more about inspection ratings

153-159 Bow Road, Bow, London, E3 2SE (020) 8981 1119

Provided and run by:
Culture Care Agency Limited

Latest inspection summary

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Background to this inspection

Updated 26 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of service.

Service and service type

Culture Care Agency Limited is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. A registered manager is a person who is legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the provider three days’ notice because we needed to ensure somebody would be available to assist us with the inspection.

Inspection activity started on 21 January and ended on 29 January 2020. We visited the office location on 21 and 22 January 2020 to see the management team and to review care records and policies and procedures. We made calls to people and their relatives between 22 and 23 January 2020. We contacted five care workers between 23 and 29 January 2020 and spoke with three of them.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We contacted one local authority commissioning team and also reviewed the previous inspection report. We used all of this information to plan our inspection.

During the inspection

We reviewed a range of records. This included four people’s care and medicines records and four staff files in relation to recruitment, training and supervision. We also reviewed records related to the management of the service, which included quality assurance checks, policies and procedures and minutes of team meetings.

We spoke with five staff members. This included the care manager, the office manager and three care workers. The registered manager was not available during the inspection as they were away on authorised leave.

We made calls to 10 people and spoke with three people and five relatives.

After the inspection

We spoke with two health and social care professionals who had experience of working with the service.

Overall inspection

Good

Updated 26 February 2020

About the service

Culture Care Agency Limited is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to younger disabled adults and older people, some living with dementia. 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.

At the time of the inspection the provider was supporting 17 people in the London Boroughs of Tower Hamlets, Newham and Waltham Forest, with 10 people receiving personal care.

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

People and their relatives were positive about the kind and caring support they received from their care workers, including the helpful attitude of the management team. A comment in one person’s review stated, ‘We are very happy with the service and the way our [family member] is looked after.’

People received person-centred care and records had detailed information for care workers to follow. People’s cultural needs were met and staff had a good understanding of how people liked to be supported.

People were supported by staff who knew them well, had a good understanding of their needs and knew how to keep them safe. Feedback confirmed replacement and cover care staff were experienced and understood people’s needs.

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.

People and their relatives were confident with the management of the service and felt comfortable approaching them, knowing they would be listened to regarding their care and support.

People were supported by a staff team who felt fully supported in their role and praised the management of the service. Staff were confident any necessary action would be taken if they raised any issues and were motivated to provide the best care possible.

A health and social care professional told us they wished they could use the service more, but appreciated the provider did not take on new referrals if they felt they would not be able to fully meet people’s needs.

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

Rating at last inspection

The last rating for this service was Good (published 4 August 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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