Background to this inspection
Updated
28 March 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: This inspection was carried out by one adult social care inspector.
Service and service type: Care 4 U is a domiciliary care agency. It provides personal care to people living in their own homes. Not everyone using Care 4 U received a regulated activity; the Care Quality Commission (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 the time of our inspection, 81 people were receiving personal care.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection: We gave the service 24 hours’ notice of the inspection visit because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Inspection site visit activity started on 27 February 2019 and ended on 28 February 2019. We visited the office location on both days to see the registered manager and director; and to review care records and policies and procedures. We visited six people in their own homes on the first day of our inspection.
What we did:
We reviewed information we had received about the service, this included details about incidents the provider must notify us about, such as abuse or injuries; and we sought feedback from the local authority and other professionals who work with the service. We contacted the local authority safeguarding and commissioning teams to gather information about the service. They raised no concerns about the care and support people received from Care 4 U. We used all this information to plan our inspection.
During our inspection we spoke with seven members of care staff including the management team, six people using the service, and two relatives. We reviewed five care files, five staff personnel files, medicine administration records and other records about the management of the service.
Updated
28 March 2019
About the service:
Care 4 U Homecare agency is a domiciliary care agency. At the time of our inspection, the service was providing care to 81 people who were living in their own homes.
People’s experience of using this service:
¿ People told us that they were supported by staff who knew them well. The service was well organised with visits allocated on a geographical basis. This meant people were supported by a small and consistent staff team.
¿ They said that the care staff were kind, caring and cheerful. One person told us, “They put a smile on my face”. We were told that staff were attentive to detail and ensured people were comfortable and content during and after their visits. They told us that staff were generally punctual, but if they were running late they would receive a message telling them so. We were told that some carers would, “Go the extra mile” to ensure their well-being and happiness.
¿ Staff were diligent to people’s safety and security. They demonstrated a good understanding of safeguarding policy and procedures and were vigilant to any signs of abuse. Where risk to people’s health, safety and wellbeing had been identified care plans were put in place to manage these risks. Care plans were person-centred and provided staff with the information they needed to provide care and support in a way that met people’s needs and preferences.
¿ Staff selection procedures systems ensured that staff were safely recruited, and ongoing training provided staff with up to date knowledge and understanding of their care and support responsibilities.
¿ People told us that the care staff had enough time to perform tasks and would spend time listening to what they had to say. They told us that they knew their staff well, and always knew who would be visiting them.
¿ Medicines were managed in line with good practice guidance, and staff were knowledgeable about control of infection. They liaised with health professionals where necessary to ensure that people received timely medical intervention.
¿ People told us that they knew how to complain, but those we spoke with said that they had no cause to complain. When we reviewed the complaints log we saw that complaints had been investigated fully and where they had been substantiated appropriate remedies were put in place.
¿ There were processes in place to monitor the safety and quality of the service, and people were given opportunities to provide feedback on the quality of their support.
¿ The service had a registered manager in post at the time of our inspection and was supported in the day to day management of the service by an administrator. The management team were open and supportive to staff and understood their responsibilities to operate the service safely and effectively.
The service met the characteristics of good in all areas. More information is in the full report.