Background to this inspection
Updated
28 August 2019
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
Two inspectors carried out this inspection.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because people are often out and we wanted to be sure there would be people at home to speak with us. Inspection activity started on 07 August 2019 when we visited the office site and ended on 14 August 2019.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
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.
During the inspection
We spoke with nine people who used the service and two relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, care manager, senior care workers and care workers.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
We sought further information from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.
Updated
28 August 2019
About the service
Ahmed & Gul Limited is a domiciliary care agency providing personal care and support to people in their own homes. At the time of the inspection the service was supporting 147 people.
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.
People’s experience of using this service and what we found
People told us they felt safe and were well supported by staff. One person said, “Staff are very understanding, they help me with any of my problems straight away. They are very kind and speak to me nicely. One staff in particular is truly brilliant.”
People were safe as staff had received training in safeguarding adults and had a good understanding of the types and symptoms of abuse. Staff knew how to report concerns and were confident to do so.
People said they received their medicines on time and correctly. Staff worked with the local health professionals and pharmacies to ensure people had the right medicine and health support at the right times.
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. Staff had a good understanding of the Mental Capacity Act and how to support people to make decisions or report concerns of capacity where people’s abilities had changed.
People were supported by staff to follow their own preferred diets and religious and cultural needs. This included specialist diets recommended by health professionals. Staff supported people to access a range of health professionals as they required it.
People told us staff were kind and caring and never rushed them. Staff supported people to review their care needs regularly involving their relatives and health professionals as requested. People were supported to live independently and find ways to maintain this.
People were supported to receive care that was in line with their preferred methods and needs, taking into account their abilities and cultural sensitivities. Staff responded to complaints quickly and effectively and people told us complaints were resolved and the same issues did not reoccur.
People were encouraged by staff to give feedback on the service and suggest ideas for improvements. The manager had created an open, person centred culture and a clear vision of high-quality personalised care that was shared by the staff team and experienced by people receiving care.
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 25 February 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.