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Reports


Inspection carried out on 3 October 2019

During a routine inspection

About the service

Phoenix care is a domiciliary care service, providing personal care and support to people in their own homes. 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. At the time of our inspection, 35 people were receiving a regulated activity.

People's experience of using this service and what we found

People were safe and protected from potential abuse. People were supported by a team of staff who they knew well.

The provider carried out recruitment checks on new staff to ensure they were suitable to work in people's homes. People received the support they needed to take their medicines.

Staff were competent to provide people's support. People received the help they needed to enjoy their meals and drinks. The registered manager assessed the support people required to ensure the service was suitable to meet their needs.

Staff included people in decisions about their care and respected people's rights. 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 treated people in a kind and caring way. People valued the service they received and the support the staff provided. The staff treated people with respect and helped them to maintain their independence and dignity.

People knew how they could raise any concerns and were confident the registered manager would resolve any issues they had.

The service provided the support people and their families needed as individuals reached the end of their lives.

The registered manager and provider had good oversight of the service. People knew them and were comfortable speaking to them. The registered manager was committed to providing person-centred care that focused on each individual and enhanced their life. The registered manager used formal and informal ways to gather people's feedback and used this to improve the service they received.

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 (published 13 April 2017).

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 inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 22 February 2017

During a routine inspection

This inspection was announced and took place on 22 February 2017.

Broadway House provides personal care for older people and younger adults in their own home. At this inspection they were providing care and support for 51 people.

There was a registered manager in post who was present for the inspection. 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.

People felt safe with the staff who provided care and support to them. Staff knew how to protect people from the risk of potential abuse. People’s risks were assessed and staff understood how to reduce the risks to people. People were cared for and supported by sufficient numbers of staff who had been safely recruited. People were supported to take their prescribed medicines safely.

People were cared for by skilled staff who received regular one to one [supervision] sessions. People were supported to make their own decisions and staff obtained their consent before delivering care and support. People were encouraged by staff to eat and drink sufficient amounts. People had access to assistance to help them attend their medical appointments when needed.

People were cared for by staff who were kind and attentive to their needs. People were involved in planning their care and staff were aware of their past history, care and support needs. People’s right to privacy, dignity and independence was respected by staff.

People were involved in their care assessments. The service was flexible to enable people to pursue their interests. People could be assured their complaints would be listened to and acted on.

People’s views about the service were routinely obtained and the provider’s governance was effective in providing people with a good and safe standard of care. The agency was run by a registered manager who supported a team of staff to carry out their role effectively.