We carried out a review of the data available to us about County Care Berkshire Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about County Care Berkshire Ltd, you can give feedback on this service.
County Care (Windsor) a is a Domiciliary Care Agency (DCA) providing personal care to children and adults. Staff provided care to people within their own homes. At the time of inspection, the service was supporting 34 adults.
Not everyone who used the service received personal care. CQC only inspects where adults 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
Required staff recruitment checks including criminal checks with the Disclosure and Barring Service were carried. However, the management team could not always evidence they had taken a full employment history of some staff. We made a recommendation that the provider refers to current guidance to operate robust recruitment procedures, including undertaking any appropriate relevant checks.
People’s care plans identified how their medical condition impacts on their lives and the required action to take to minimise pain. Mental health assessments were in place to detail the outcomes people wanted to achieve. The provider had an effective system to ensure that staff received appropriate training, and all mandatory training was up to date.
However, the recording of certain actions taken to keep people safe needed to be further strengthened. We made a recommendation to the provider to consider current guidance on maintaining securely an accurate, complete and contemporaneous records.
There were effective systems in place to safeguard people from harm and abuse. Where a safeguarding concern had been raised, in relation to young people or adults, the registered manager dealt with them appropriately and communicated with all necessary agencies. Risk assessments and care support plans were comprehensive and were reviewed when required to ensure they were kept up to date and reflected any changing needs. People’s medicines were managed safely, and new audits system had been put in place to highlight any shortfalls.
People experienced positive relationships with staff who treated them with kindness in their day-to-day care. Staff consistently treated people with dignity and respect and maintained their privacy. Staff had a detailed understanding of people’s needs. The service promoted and delivered person-centred care.
There was a clearly defined management structure within the service and quality of the service was monitored through robust clinical governance processes. Staff understood people's needs and preferences and recognised the importance of knowing people well. Staff told us they felt supported by management. Complaints were dealt with effectively. Relative’s stated all concerns were dealt with in a timely manner.
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.
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 (report published 24 January 2017) 15 December 2016.
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.
Staff provided care to people within their own homes. Services provided ranged from assistance in the morning (including helping people get out of bed, wash, get dressed and have breakfast) shopping, preparation of food, medication prompting and assistance with evening care routines. People also received end of life care.
At the time of the inspection, there was a registered manager. 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.
The service has not previously been inspected since registration at the current location. Therefore, this is the first inspection of the location under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and rating required by the Care Act 2014. Previous inspections at the prior office location were completed by us, but are now archived. You can view all previous inspections of this service on our website.
At the time of the inspection, 43 people used the service and there were 49 staff. People received calls in their house at set times throughout the day. The service also operated 24 hours a day, seven days a week and people, relatives, staff and healthcare professionals could telephone the service at any time to receive support. After hours, calls were diverted to the on-call supervisor or manager’s mobile telephone.
People were protected against abuse or neglect. People’s and relatives’ opinions of safe care were overall positive. We made a recommendation about recruitment checks and personnel files. There were sufficient staff to meet people’s needs and the service appropriately determined correct staff deployment. Feedback from people and relatives indicated calls were made on time without delays. People’s medicines were administered, stored and disposed of appropriately. The service needed to ensure that medicines administered were always signed for.
We found staff received induction, most training, supervisions and most performance appraisals. We made a recommendation to the provider about appropriate oversight of all support provided to staff. Consent was gained before care for a person was commenced and people’s right to refuse care was respected by care workers.
Staff were kind and caring. People’s comments showed they were satisfied with the care they received. We determined care workers respected people’s privacy and dignity, and ensured people remained as independent as possible. People had regular opportunities to provide feedback to the service and also have a say in their care package.
The service was responsive to people’s needs. People had the ability to share their compliments, concerns and complaints in an open and transparent manner. Where feedback was provided by people or relatives, management would undertake necessary investigations, make changes to their care package and report back to the person. People’s care plans were person-centred.
There was positive engagement by the service with community health professionals and commissioners. There was a good workplace culture, and staff expressed their satisfaction of working for County Care (Windsor). Appropriate audits were completed, recorded and reviewed to drive improvements in care.