Care Promise Limited

Updated 7 October 2021

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

This inspection was carried out by an inspector and a medicine inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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. This was because the service is small, and we wanted to be sure the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 24 August 2021 and ended on 8 September 2021. We visited the office location on 24 August 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.

Due to technical problems, the provider was not able to complete a Provider Information Return. 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. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service and six relatives about their experience of the care provided. We spoke with seven members of staff including the nominated individual, registered manager, senior care workers, team leaders and care workers.

The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at two 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.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 7 October 2021

About the service

Care Promise Limited is a domiciliary care agency providing personal care to adults with a range of support needs in their own homes. At the time of the inspection they were supporting 51 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 were protected by staff who continued to receive training to recognise and report on potential harm or abuse. Accident and incidents were recorded and monitored with any actions identified. People’s risks continued to be assessed and monitored and staff were aware of people’s individual risks.

People were supported by regular staff who continued to be safely recruited. People continued to receive their medicines safely. Staff received training on preventing infection, COVID-19 and in the use of personal protective equipment.

People continued to have their needs and preferences assessed and identified in line with guidance. Staff received training to support and meet people’s individual needs. People were supported to eat and drink and to maintain a balanced diet. Staff continued to work with health and social professionals and people had access to healthcare services.

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.

People were supported and treated well by staff. People were involved in their care and included in any decisions made. Staff respected and promoted people’s privacy, dignity and independence, and people confirmed how caring and compassionate staff were.

People continued to receive personalised care which met their needs and preferences. People’s communication needs were assessed and identified, and the provider was aware of the Accessible Information Standard (AIS). People were supported to develop and maintain relationships, and staff spent time speaking with people on topics which were of an interest to them. People and relatives knew how to complain even though they had no concerns.

Managers and staff continued to share a positive culture which was open and honest and promoted good outcomes for people. People were supported by staff and managers who understood their roles and responsibilities. People and staff were engaged and involved in the service. The provider completed regular audits to make improvements to people’s 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 24 April 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.

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.