Background to this inspection
Updated
8 October 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
The inspection was completed by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Justco Limited is a domiciliary care agency. It provides personal care to people living in their own houses.
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 a short period of notice of the inspection. This was because we wanted to speak to people receiving care before visiting the office. We also needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 24 July 2019 and ended on 26 July 2019. We visited the office location on 26 July 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and six relatives about their experience of the care provided. We spoke with seven members of staff including the provider (who was also the nominated individual), the registered manager, trainer and carers (known as care givers). The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke to a healthcare professional.
We reviewed a range of records. This included six people’s care and 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 were also reviewed.
Updated
8 October 2019
About the service
Justco Limited is a domiciliary care service providing personal care to people in their own homes. 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. At the time of the inspection the service was supporting 50 people.
People’s experience of using this service and what we found
People received an exceptionally caring service. Every person we spoke with throughout the inspection praised the quality of care. People felt supported and truly valued as individuals and believed staff genuinely cared. We heard words such as ‘terrific’, ‘invaluable’, ‘genuine’ and ‘exemplary’ being used to describe the service and staff.
People's care was exceptionally responsive. Care plans were extremely person centred and care plans were developed with people. These were flexible and people could change their care plans when they chose. People were supported by small and consistent teams who knew people extremely well and trusting relationships had been formed. We saw numerous examples where the staff had gone above and beyond to ensure people’s emotional, leisure and cultural needs were met. We were consistently told that staff were sensitive and respectful when visiting people in their own homes.
There were numerous opportunities for people to access a wide range of social activities to reduce the risk of loneliness and isolation.
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.
The service was well led and staff felt well supported by an open and honest culture with a clear focus on continuous improvement.
The provider worked with other professionals and organisations to share training and ensure positive outcomes for people.
The provider was also involved in a number of initiatives to improve people’s wellbeing. These included providing advice and support to enable people to stay safe from the risk of scams and health promotion events to reduce the risks face by people of malnutrition. These initiatives were not restricted to people receiving care and were accessed by the wider community.
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 (last report published 05 January 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.