- Homecare service
Vista Home Care Services Ltd
Report from 13 February 2025 assessment
Contents
Ratings
Our view of the service
This assessment commenced on 11 March 2025 and was completed on 20 March 2025. Vista Homecare is a domiciliary care service that provides care and support for people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of our assessment the service was supporting 6 people with the regulated activity of personal care. This assessment was carried out using remote technology and we did not visit the location’s office. We spoke with people, relatives, staff and the registered manager. We reviewed 16 quality statements. The overall rating following this assessment is good.
Risks relating to people’s health, safety and welfare were assessed and reviewed regularly. Some improvements were needed to ensure a consistent approach to risk management. Where accidents occurred, the provider ensured lessons were learned and actions taken to reduce ongoing risk and keep people safe. Staff worked well with health and social care partners so people could safely move across care services.
The service had undergone many operational changes, and more time was required to ensure these changes, and the associated improvements became fully embedded. The provider’s governance systems had improved. Some audits needed further enhancement to ensure they continuously identified and implemented improvements. The provider was not always proactive in seeking feedback from people using the service. This meant there was a risk of inequity in outcomes for some people. Where people did raise issues, the provider took appropriate action to put things right.
Staff were recruited safely and had the necessary skills, training and support to carry out their role. Improvements were needed with regards to staff time management, which sometimes impacted on the quality and continuity of care people received. The provider had plans in place to address this and arranged care reviews so people could discuss any individual issues with care quality.
Robust safeguarding procedures were in place to protect people from abuse and poor care. Staff told us they felt confident to speak up and felt they would be supported to do so. The provider encouraged an inclusive working environment where staff were treated fairly and equitably.
Staff received regular training in infection prevention and had spot checks of their practices to ensure they understood their role in maintaining high standards of cleanliness and hygiene when caring for people.
People received their medicines as prescribed. Personalised protocols were not always in place for ‘as required’ medicines.
Electronic systems had been introduced to improve the quality of care records, staff rotas and governance systems. The provider was working to further improve the technology they used to ensure it met their needs.
The provider had a shared vision, strategy and culture. Their passion for delivering inclusive and person-centred care was reflected by the staff team.
People's experience of this service
People told us staff delivered safe care and helped them reduce risks effectively. People received appropriate support to take their medicines and staff reduced the risk of infection by following safe infection prevention practices.
Feedback from people was that staff were well trained and competent, but their timekeeping was not consistent. Some people told us the quality of care they received was variable depending on which staff member supported them.
People told us staff supported them to make choices and respected their wishes. Care plans were personalised and focused on how staff could support people to maintain their independence and control in their day-to-day lives. Staff positively supported people to establish links with the local community and maintain relationships with people who were important to them.
People told us the service was well managed and the registered manager was approachable. Those who had raised concerns felt they had been listened to and addressed. Some people told us communication could be improved, and they could not always get hold of the registered manager when they needed to. A more proactive approach to seeking feedback from people was required to ensure everyone who used the service had a voice.
The provider encouraged partnership working as they recognised this ensured people received good outcomes.