Archived: Complimenting Care Training Services (CCTS)

Updated 1 July 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 31 May 2017. The inspection was carried out by one adult social care inspector and was announced.

Prior to this inspection, we looked at the information we had about the service. This information included the statutory notifications that the provider had sent to CQC. A notification is information about important events, which the service is required to send us by law. We reviewed the Provider Information Record (PIR) before the inspection. The PIR was information given to us by the provider. This is a form that asks the provider to give some key information about the service, tells us what the service does well and the improvements they plan to make.

We spent time at the provider’s offices on 31 May 2017 and contacted people and families by telephone on 1 June 2017. We spoke with three people and relatives of five other people.

We spoke with a total of six staff, including the provider/manager, deputy manager, care co-ordinator and three care workers.

We also contacted a range of health and social care professionals involved with the service and asked them for some feedback. Their comments have been incorporated into this report.

We looked at the care records of nine people using the service, three staff personnel files, training records for all staff, staff duty rotas and other records relating to the management of the service. We looked at a range of policies and procedures including, safeguarding, whistleblowing, complaints, mental capacity and deprivation of liberty, recruitment, accidents and incidents and equality and diversity.

Updated 1 July 2017

Complimenting Care Training Services (CCTS) is a domiciliary care service providing personal care and support to people in their own homes. At the time of our inspection, care was being provided to 73 people.

The inspection was announced. The provider was given 48 hours' notice because we wanted to make sure the registered manager and staff would be available to speak with us. The inspection was carried out by one adult social care inspector.

There was no registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. 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 provider had submitted an application to CQC to register as manager.

People received a service that was safe. The provider/manager and staff understood their role and responsibilities to keep people safe from harm. Risks were assessed and plans put in place to keep people safe. There was enough staff to safely provide care and support to people. Checks were carried out on staff before they started work to assess their suitability to support vulnerable people. Medicines were well managed and people received their medicines as prescribed.

The service was effective in meeting people’s needs. Staff received regular supervision and the training needed to meet people’s needs. The manager and staff understood the principles of the Mental Capacity Act (MCA) 2005 and, worked to ensure people's rights were respected.

People received a service that was caring. They were cared for by staff who knew them well. Staff treated people with dignity and respect. People’s views were actively sought and they were involved in making decisions about their care and support.

The service was responsive to people’s needs. People received person centred care and support. People were encouraged to make their views known and the service responded by making changes. The manager and senior staff welcomed comments and complaints and saw them as an opportunity to improve the care provided.

People benefitted from a service that was well led. The vision, values and culture of the service were clearly communicated to and understood by staff. A comprehensive quality assurance system was in place. This meant the quality of service people received was monitored on a regular basis and where shortfalls were identified, they were acted upon.