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Archived: ICare Solutions Manchester Limited Requires improvement

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Inspection report

Date of Inspection: 10 September 2014
Date of Publication: 11 November 2014
Inspection Report published 11 November 2014 PDF

Overview

Inspection carried out on 10 September 2014

During an inspection in response to concerns

We carried out this inspection in response to concerns raised regarding the effectiveness of the service.

An inspector visited this service on 10 September to carry out an inspection. We were also accompanied by a registration assessor for part of the inspection. Prior to our visit we looked at all the information we hold on this service to help us to plan and focus on our five questions;

Is the service caring?

Is the service responsive?

Is the service safe?

Is the service effective?

Is the service well led?

During this inspection we spoke with five relatives, seven care staff, the director and the acting manager of I Care Solutions Limited. The registered manager was not available on the day of our visit and we were informed by the director an acting manager was in post. We were also told the acting manager was currently receiving a handover from the registered manager. As part of this inspection we also visited three people in their own homes. Below is a summary of what we found.

Is the service caring?

The people we spoke with were happy with the care and support provided by I Care Solutions Manchester Limited. Comments included; "Staff treat me and my home with respect.�, and �I�m happy. I would tell them if I wasn�t happy.� We spoke with five relatives who also told us they found the staff to be caring. Comments we received included; �Staff are very good.�, and �The carer is excellent.�

Is the service responsive?

We were told by the acting manager people were encouraged to give feedback through telephone calls and at care meetings. We were also told questionnaires and surveys were not currently offered to people who used the agency but these would be introduced. However we concluded improvements were required to enable the agency to effectively monitor the quality of the service provided and introduce improvements if required.

Is the service safe?

We saw some systems were in place to ensure people were safe. We saw there was a safeguarding policy in place however this did not contain contact numbers for appropriate authorities. We spoke with seven staff and from our conversations it was clear not all staff knew who to report safeguarding concerns to. It is important staff know how and who to report concerns to as this minimises the risk of harm and abuse. We considered improvements were required to ensure allegations of abuse were responded to appropriately.

We also found appropriate recruitment checks to ensure the suitability of staff employed by the agency had not always been carried out. In one staff file we saw no evidence to show a Disclosure and Barring Check (DBS) check was in place or had been completed prior to the person starting work. In addition two staff we spoke with informed us they had not been formally interviewed prior to starting work with the agency and DBS checks had not been provided to the agency or received prior to the staff delivering care to people who used the service. We concluded improvements were required as sufficient recruitment checks help ensure unsuitable people are not employed to work with vulnerable people.

Is the service effective?

We saw no evidence in two care records that some people�s health needs had been assessed or care had been planned to meet their needs. The manager told us that they would review the care provided and update the care records to reflect people�s current needs. We considered improvements were required to ensure people received effective care.

Is the service well led?

The service had a manager in place who has been registered with the Care Quality Commission since June 2014. At this inspection the registered manager was not present. The CQC had been informed by the director of the company that the registered manager was leaving and an acting manager was currently in place.

We asked the acting manager and the director what audits were in place to identify, assess and manage risks relating to the health, safety and welfare of people who used the service. For example audits of timekeeping, medication and care records. We were told there were currently no audits carried out. We asked to see any previously completed audits and were told these had not been completed. We considered improvements were required to ensure risks to people who use the service were promptly identified and action taken to minimise risk.