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Access Care Management Limited Good

Inspection Summary

Overall summary & rating


Updated 19 May 2017

The inspection took place on 10, 11 and 20 April 2017 and was announced. This was to ensure people and staff were available to speak with us.

Access Care Management Limited (to be referred to as Access Care throughout this report) is a family run care agency which provides personal care and support to people who live in their own homes across the country. The agency provides live in care workers (to be referred to as care staff throughout this report) to people via an introductory and client matching service. This is where people wishing to receive care are provided with care staff profiles which detail the staff’s skills and experience to allow them to identify the member of care staff who may be able to best meet their specific needs. Access Care offer two distinct services, people can privately employ care staff directly which does not fall within the regulation of the Care Quality Commission (CQC). However, a number of people are introduced and the care is managed by the agency to ensure it meets people’s needs. This is care which is regulated by the Care Quality Commission (CQC).

People who receive the service include those living with Alzheimer's, people living with chronic illnesses such as Multiple Sclerosis and those living with brain injuries. At the time of the inspection the agency were providing personal care to 19 people who lived in their own homes across the country.

At our previous inspection completed on 21 and 23 July 2015 we found a breach of Regulation 19 (Fit and proper persons employed) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (HSCA). The provider had not always ensured care staff had provided full employment histories prior to registering with the agency. This meant the provider could not assure themselves that any gaps in their employment history could be reasonable explained and were not due to reasons which would make them unsuitable to deliver care. At this inspection we found that the requirements of the HSCA were now being met with full employment histories obtained from potential care staff and any gaps in this history had been sought and reasonably explained.

Access Care has a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage a service. Like registered providers they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated Regulations about how the agency is run.

People using the agency told us they felt safe. Safeguarding training and procedures were in place and care staff were able to identify and recognise signs of abuse. Care staff understood and followed guidance to recognise and address safeguarding concerns. The agency had systems in place to notify the appropriate authorities where concerns were identified and investigate these thoroughly.

People's safety was promoted because risks that may cause them harm in their own homes had been identified and guidance provided to care staff on how to manage these appropriately. People were assisted by care staff who encouraged them to remain independent. Appropriate risk assessments were in place to keep people safe.

Access Care did not directly employ care staff. Care staff were self-employed and had to register with the agency in order to be introduced to people. The registered manager ensured that care staff had a full understanding of people’s care needs and had the skills and knowledge to meet them. People received consistent support from care staff who knew them well. The agency’s registration process ensured that people were protected from the employment of unsuitable care staff.

Contingency plans were in place to ensure the safe delivery of care in the event of adverse situations which could affect service delivery and to protect the loss of people’s information if a fire or flood affected the main office.

People recei

Inspection areas



Updated 19 May 2017

The agency was safe.

People were safeguarded from the risk of abuse. People had confidence in their care staffs ability to provide care and felt safe and secure when receiving support.

Risks to people�s health and wellbeing had been identified, recorded and detailed guidance provided for care staff regarding how to manage these risks safely for people.

Care staff received the appropriate training and had the required knowledge to care for people in a safe and consistent manner. There was a safe and robust registration process in place to ensure care staff suitability to deliver care in people�s homes.

Contingency plans were in place to cover unforeseen events such as a fire or power loss at the office.

Medicines were safely stored and administered by care staff who had received appropriate training.



Updated 19 May 2017

The agency was effective.

The provider ensured that care staff had the relevant training and on-going support to be able to proactively meet people�s needs and wishes.

Whilst not all care staff could clearly describe the principles of the Mental Capacity Act (MCA) we saw people were assisted by care staff who demonstrated they offered choices in ways which could be understood and responded to. People were supported to make their own decisions and where they lacked the capacity to do so care staff ensured the legal requirements of the MCA were met.

People were supported to have sufficient to eat, drink and maintain their nutritional and hydration needs.

Care staff understood and recognised people's changing health needs and promptly sought healthcare advice and support for people whenever required.



Updated 19 May 2017

The agency was caring.

People told us care staff were patient and caring in their approach and supported them in a kind and sensitive manner. Care staff had developed relaxed, companionable and friendly relationships with the people they supported.

Where possible people were involved in creating and reviewing their own personal care plans to ensure they met their individual needs and preferences. Where people were unable or unwilling to do so relatives and those with the appropriate Power of Attorney were involved in this process to ensure people�s needs and preferences were expressed, documented and care provided accordingly.

People received care which was respectful of their right to privacy and maintained their dignity at all times.



Updated 19 May 2017

The agency was responsive.

People received care which was based on their needs and preferences. Changes in people�s needs were quickly recognised and action taken to ensure the appropriate care continued to be delivered by care staff.

People were assisted by care staff who encouraged and supported people to participate in activities to allow them to lead full, active and meaningful lives.

People�s views and opinions were regularly and routinely sought and listened to. Processes were in place to ensure complaints were documented, investigated and responded to appropriately.



Updated 19 May 2017

The agency was well led.

The registered manager promoted a culture which was based on the provider�s values of people receiving highly individualised care which promoted people�s independence. People told us care staff demonstrated these values during their working practices.

The registered manager provided strong leadership fulfilling the legal requirements of their role. Care staff were aware of their role and felt supported by the registered manager and all office based staff. Care staff told us they were able to raise concerns if they wished and felt the manager provided good leadership.

The registered manager and provider sought feedback from people and their relatives and regularly monitored the quality of the service provided. This enabled them to continuously find ways to improve the service people received.