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Conquest Care and Support Agency LTD Good

Reports


Inspection carried out on 5 June 2019

During a routine inspection

About the service: Conquest Care and Support Agency (CCSA) Ltd is a small homecare agency in the London Borough of Brent. During the day of our inspection two people received the regulated activity personal care and were supported by four care workers.

People’s experience of using this service:

People were supported by staff that were caring, compassionate and treated them with dignity and respect. Any concerns or worries were listened and responded to and used as opportunities to improve.

People received person centred care and support based on their individual needs and preferences. Care workers knew people well and understood their communication needs. They used this information to develop positive and meaningful relationships with people.

People told us they felt well cared for by care workers who treated them with respect.

The provider ensured people had regular care workers, so that people and care workers were able to build positive relationships.

People were supported by care workers who had the skills and knowledge to meet their needs. Care workers understood and felt confident in their roles.

Care workers told us that would liaise with other health care professionals if this would be needed to ensure people's safety and health needs were met.

Care workers spoke positively about working for the provider. They felt well supported and they could talk to management at any time, feeling confident any concerns would be acted on promptly. They felt valued and happy in their work.

Quality monitoring checks were completed by the registered manager to check the quality and safety of the service. This information was shared with the staff team. The registered manager managed and supported the staff team in their roles to ensure people received a good service.

Rating at last inspection: During our last inspection we rated CCSA Ltd ‘Good’. (Report published 12 January 2017)

Why we inspected: This was a planned inspection based on the date CCSA Ltd was last inspected by the CQC.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.

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

Inspection carried out on 8 December 2016

During a routine inspection

This inspection took place on 8 December 2016 and was announced, which meant we told the provider 48’ hours in advance because the service is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

This was the first inspection since registering with the Care Quality Commission (CQC) in April 2015.

Conquest Care and Support LTD is a small domiciliary care service, which provides care in people’s homes. During the day of our inspection the service provided personal care support to three people, these included older people and children. The service had five care workers employed. At the time of our inspection the provider also acted in the role of the 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.

Policies, procedures and information available in relation to the Mental Capacity Act 2005 (MCA) ensured that people who could not make decisions for themselves were protected. Care workers demonstrated a good understanding of how to obtain consent for care from people who used the service.

People’s health care needs were assessed, and care planned and delivered in a consistent way. Risks associated with people’s care needs were assessed and updated when needs had changed.

Care plans were tailored to people’s unique and individual needs.

Care workers were provided with mandatory training, for example safeguarding adults, manual handling, food safety and medicines awareness.

Relatives told us that staff respected people’s privacy and dignity and worked in ways that demonstrated this.

Relatives said, and care records confirmed that people’s preferences had been recorded and that staff worked well to ensure these preferences were respected.

Relatives told us they were able to complain and felt confident to do so if needed.

Relatives and care workers told us that they provided their views about the quality of the service to the registered manager and were confident that actions would be taken to address suggestions for improvements.