A PL+US Caring Service

Updated 3 November 2023

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 Health and Social Care Act 2008.

Inspection team

This inspection was carried out by 1 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

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

Registered Manager

This service was not required to have a registered manager.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to ensure someone would be in the office to meet with us.

Inspection activity started on 2 October 2023 and ended 11 October 2023. We visited the location’s office on 4 October 2023.

What we did before the inspection

We looked at all the information we held about this service. We used all of this to plan our inspection. The provider completed a Provider Information Return (PIR) in February 2023. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with 3 people using the service and 6 family members. We spoke with the provider, office manager, 2 care managers and 2 staff members. We received an email from 1 member of staff and email feedback from 3 professionals about the service.

We reviewed a range of records. This included 3 people’s care plans and medicine records. We looked at 3 staff files in relation to recruitment and a variety of records relating to the management of the service.

Updated 3 November 2023

About the service

A PL+US Caring is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 16 people using the service.

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 and their family members were positive about the staff and management of the service.

Governance systems were in place to monitor and maintain the service. However, recording and information systems were not always organised in a way to ensure the effective oversight of the service.

We have made a recommendation the provider consider best practice guidance in managing records and information.

Staff told us they felt supported by the management team and all worked well together. Lessons had been learnt when things had gone wrong and learning was shared with staff to improve the service.

People received safe care from staff who knew them well. There was a safeguarding policy in place and the registered manager and staff knew how to identify and report any concerns.

Risks to people’s health and safety had been completed. The provider was in the process of reviewing their risk assessment process and recording to ensure it was robust.

The service had enough staff to meet the needs of the people using the service. Staff had been safely recruited.

Staff supported people with their medicines. People told us they received their medicines on time. Staff had access to personal protective equipment and there were effective infection prevention and control measures in place.

Staff had received an induction and training to enable them to meet people’s needs. We saw a system of spot checks and ongoing training was in place for staff in order to carry out their role.

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.

Staff were caring, kind and friendly. They provided care and support to people in a respectful and compassionate way.

The service carried out an assessment of each person’s needs and how they liked to be cared for and care plans included guidance for staff on how to meet those needs.

There was a process in place for dealing with complaints which were dealt with effectively.

People’s nutritional needs were met. They received support to eat and drink enough to maintain a balanced diet. No-one at the service was receiving end of life care.

The provider sought support and liaised with health and social care professionals when needed. As a result, staff met people’s need safely and effectively.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The rating at the last inspection was good (published 29 June 2018).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.