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Archived: Krystal Care Limited

Overall: Good read more about inspection ratings

Unit 29, Lenton Business Centre, Lenton Boulevard, Nottingham, Nottinghamshire, NG7 2BY (0115) 978 4589

Provided and run by:
Krystal Care Limited

Latest inspection summary

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Background to this inspection

Updated 10 March 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This comprehensive inspection took place on the 13 February 2018 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that the registered provider and their staff would be available.

The inspection team consisted of one inspector and one Expert-by-Experiences (EXE). This is a person who has had personal experience of using or caring for someone who uses this type of care service.

Before the inspection, we asked the provider to send us their Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

As part of the inspection we contacted by telephone, 40 people who used the service for their feedback about the service they received. We managed to speak with ten people who the service and six relatives.

We also reviewed information that we held about the service such as the last inspection report and notifications. These are events that happen in the service that the provider is required to tell us about and the last inspection report. Prior to our visit to the provider’s office we spoke with staff on the telephone to gain their feedback about the service. We spoke with one senior care worker and three care workers.

At the provider's office, we spoke with the registered manager, care manager, the financial human resources manager and one care worker. We reviewed the care records for six people who used the service. We also looked at a range of other records relating to the running of the service such as policies and procedures, complaints, nine staff files and the staff-training plan.

Overall inspection

Good

Updated 10 March 2018

We inspected this service on 13 February 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older adults. Not everyone using Krystal Care Limited receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At our last inspection on 20 April 2016 we rated the service ‘Good’. However, ‘Safe’ was rated ‘Requires Improvement’ with a breach in Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This was in relation to one staff member’s recruitment. Following the last inspection the provider sent us an action plan, detailing what action they would take and when, to meet this breach in regulation.

At this inspection, we found the evidence continued to support the rating of ‘Good’ and improvements had been made in ‘Safe’ and the breach in regulation had been met. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service met all relevant fundamental standards under ‘Safe’. People were protected from abuse and avoidable harm. Risks were assessed and planned for and information to support staff was reviewed when changes occurred. There were sufficient staff employed to meet people’s needs and safe staff recruitment practices were used. Action was taken to respond to any accidents or incidents and lessons learnt were considered. Staff were aware of good infection control measures.

The service met all relevant fundamental standards under ‘Effective’. The management team were very experienced and kept their knowledge up to date with best practice guidance. People’s diverse needs were assessed and people did not experience discrimination. Where people required support with eating and drinking this was provided. Staff took action if they identified a deterioration in a person’s health. People were asked for their consent before they received care and support. 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.

The service met all relevant fundamental standards under ‘Caring’. Positive feedback was gained about the approach of staff and their knowledge about people’s support needs. Staff treated people with dignity and respect and supported and encouraged independence. Advocacy information had been made available for people. People were involved in opportunities to discuss their care package.

The service met all relevant fundamental standards under ‘Responsive’. People’s needs, preferences and routines were known and understood by staff. People were involved in their assessment and ongoing reviews. The Accessible Information standard was understood by the management team. The provider’s complaint procedure had been made available

The service met all relevant fundamental standards under ‘Well-led’. The management team had effective systems and processes in place to monitor the quality and safety of the service. Where improvements were identified, action was taken to meet any shortfalls. People who used the service received opportunities to feedback their experience about the service. There was an open and transparent culture. Staff were aware of the provider’s values and respected these in their everyday work.

Further information is in the detailed findings below.