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Phoenix Care Cornwall Limited Good

Inspection Summary


Overall summary & rating

Good

Updated 1 November 2018

This announced inspection took place on the 28 September and 1 October 2018. It was announced 48 business hours in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. Our last inspection of the service was carried out on 11 April 2016.

At the previous inspection in April 2106 the Safe section of the report was rated as Requires Improvement and a recommendation was made around medicine administration and records. Since the inspection the service has reviewed its medicines policy, care plans and risk assessments. The service had a robust process in place to ensure medicines were administered as directed and with people’s permission. At this inspection we found improvements had been made in the Safe section and the service had met the recommendation made following the April 2016 inspection. Therefore, the rating of the Safe section has changed from Requires Improvement to Good. The overall rating of the service remains Good.

Phoenix Care Cornwall is a Domiciliary Care Agency that provides care and support to adults, in their own homes. The service provides help and support with people’s personal care needs in Penzance and surrounding areas of Cornwall. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals.

At the time of our inspection 57 people were receiving a personal care service. These services were funded either privately or through Cornwall Council or NHS funding. There were 30 staff employed, some of those were office based to coordinate and manage the service. There were two registered managers in place at the time of our inspection. 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.

People were extremely satisfied with the quality of the service they received and the caring approach from staff. People and family members told us they would recommend Phoenix Care based on their positive experiences. Comments from people included; “Everyone (care staff) is different but they are all very nice and good at their job. I have got no complaints whatsoever”, “The staff are fabulous"," I couldn’t ask for better staff; they are friendly, polite, professional, and nothing is too much trouble” and “They are lovely, it’s the highlight of my day when they come.”

People told us they had not experienced a missed care visit. The service had robust and effective procedures in place to ensure that all planned care visits were provided. The service's visit schedules were well organised and there were a sufficient number of staff available to provide people's care visits in accordance with their preferences.

People told us that their visits were on time but there were 'rare occasions' when care staff could be late for their planned visits. However, people did not have a concern regarding this as they understood that any lateness was due to care staff needing to provide extra support to a person in an emergency or due to travel issues, especially in holiday seasons. People told us that Phoenix Care office staff would phone them if a care worker was going to be late which gave them reassurance that their visit would still continue. Phoenix Care operated an on-call system outside of office hours. Care staff told us managers would respond promptly to any queries they might have.

People received care and support from a consistent team of staff with whom they were familiar. Staff arrived on time and stayed for the full time allocated. People spoke positively about the staff that supported them and told us they were always treated with care, respect and kindness. Staff were

Inspection areas

Safe

Good

Updated 1 November 2018

The service had improved from Requires Improvement to Good.

People were supported with their medicines in a safe way by staff that had been appropriately trained.

Staff had received safeguarding training and were confident about reporting any concerns.

Risk assessments supported people to develop their independence while minimising any inherent risks.

Effective

Good

Updated 1 November 2018

The service remains Effective.

Caring

Good

Updated 1 November 2018

The service remains Caring.

Responsive

Good

Updated 1 November 2018

The service remains Responsive.

Well-led

Good

Updated 1 November 2018

The service remains Well-led.