Background to this inspection
Updated
24 December 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by 1 inspector.
Service and service type
Individual Care and Support Services is a domiciliary care agency. It provides personal care to people living in their own houses.
Registered manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was not a registered manager in post. The provider had taken over the daily management of the service.
Notice of inspection
We gave the service 24 hours' notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 26 October 2022 and concluded on 4 November 2022. We visited the location's office on 26 October 2022.
What we did before the inspection
We reviewed information we had received about the service since they were registered with us. We also used information gathered during a routine review of the service. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with 2 family members about the care and support their relatives received. We spoke with 2 staff, the provider and an external care consultant currently supporting the provider.
We reviewed records relating to 3 people's care and support needs and 1 person's medicine administration records. We looked at 4 staff files in relation to recruitment and a range of other records related to the overall management of the service.
Updated
24 December 2022
About this service
Individual Care and Support Services provides personal care to people with multiple health needs living in their own homes. 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 our inspection, 3 people were receiving support with personal care.
People’s experience of using the service and what we found
Risks to people’s health, safety and well-being had been assessed and staff mostly had access to information about how to manage identified risks safely. We have made a recommendation regarding information about risks associated with specific medical conditions. Staff knew how to support people safely and what action to take if their health needs changed.
Systems were in place to act on any incidents, accidents or safeguarding concerns. Family members told us they felt reassured of their relative’s safety when being supported by staff.
Safe recruitment processes were followed, and people were supported by consistent staff. Family members told us staff arrived on time and always completed the tasks required.
People’s needs had been assessed and care was delivered in line with best practice guidance. Where needed, staff supported people with their meals. People were supported to access health care appointments and referrals were made to health and social care professionals in a timely manner.
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’s communication needs were considered as part of the assessment and care planning process. However, communication care plans required more person-centred information. We have made a recommendation regarding this.
People received care that was person-centred and based on their individual needs and preferences. Staff supported people to access the community where required. Family members told us staff knew their relatives well and had built positive relationships with them.
The provider’s governance systems were not always effective at identifying issues and driving necessary improvements. Audits and checks had not identified issues we found in relation to risk management plans and communication care plans. We have made a recommendation regarding this.
The provider was keen to support a person-centred culture and provide people with a better quality of life. Positive feedback had been received from staff and family members about the provider’s support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 13 December 2021 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow-up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.