Complete Care Services (Nelson) is a domiciliary care agency located in Nelson, Lancashire. It provides personal care to people living in their own homes. It provides a service to older adults. At the time of the inspection it provided care and support to 72 people.
At the last inspection on 27 October 2016 the service was rated as ‘Good’. At this inspection we found the service remained Good.
There was a registered manager in place. The registered manager also managed other domiciliary care services located in East Lancashire that were owned by the provider. 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 told us they felt safe and were happy with the way they were treated by staff. They told us staff were caring and friendly. People said that they had positive relationships with staff at all levels within the service including managers and representatives of the provider. They spoke positively about the attitude and management of the service.
There were sufficient staff deployed by the service to meet people's needs and staff received safeguarding adults training. Staff we spoke with demonstrated a good understanding of safeguarding practices and their immediate responsibilities with regards to safeguarding vulnerable adults. They were also aware of their responsibilities for reporting incidents and safeguarding concerns.
People were supported by staff who had the skills and training to effectively meet their needs. They also received support to maintain a balanced diet where this was part of their care plan and were supported by staff to access healthcare services where required.
People and relatives told us they had been consulted about their care needs and were involved in day-to-day decisions about their care and treatment. They told us staff treated them with kindness and compassion and respected their privacy.
People had care plans in place which were reviewed periodically, in line with the provider's policy and improvements were noted in relation to the accuracy in the details of people's care planning. Risks to people's health and safety had been identified and assessed.
The care manager, the provider’s representative and staff demonstrated a clear understanding of the Mental Capacity Act 2005 and the need to raise a Court of Protection application if there were concerns over someone’s liberty being infringed.
People's capacity to make their own decisions had been assessed in line with the requirements of the Mental Capacity Act 2005. Staff had received training in this area. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible.
Staff received regular supervision and an annual appraisal of their performance. They told us they felt well supported by the registered manager and worked well as a team. The service sought the views of people through annual questionnaires and the registered manager visited people's homes.
People were aware of how to raise their concerns and complaints and were confident they would be listened to.