Archived: Crystal Care Essex Limited

Updated 11 May 2016

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 16 March 2016, 4 and 21 April 2016. It was announced at short notice to ensure that the registered manager was available. The inspection was carried out by one 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.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed other information that we hold about the service such as safeguarding information and notifications. Notifications are the events happening in the service that the provider is required to tell us about. We used this information to plan what areas we were going to focus on during our inspection.

We spoke with seven people, three relatives, the registered manager, the office manager and six staff. We reviewed four people’s care files and three staff recruitment and support records. We also looked at a sample of the service’s policies, audits, training records, staff rotas and complaint records.

Updated 11 May 2016

The Inspection took place on 16 March 2016 and 4 and 21 April 2016 and was announced at short notice. We gave 48 hours’ notice of the inspection because the service is small and we wanted to make sure that the registered manager/provider was in the office. Crystal Care (Essex) Limited is registered to provide personal care to young adults and older people some of whom might have dementia. There were 24 people using the service at the time of our inspection.

There was a registered manager in post. 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 received their care and support in a way that ensured their safety and welfare. Risks to people’s health and safety had been assessed and the service had care plans and risk assessments in place to ensure people were cared for safely. There were sufficient numbers of staff who had been safely recruited, were well trained and supported to meet people’s assessed needs. Where required, people received appropriate help to take their medication safely and as prescribed.

The registered manager and staff had a good understanding of the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). Staff had a good understanding of how to protect people from the risk of harm. They had been trained and had access to guidance and information to support them with the process.

Where required, people were supported to have sufficient amounts to eat and drink to meet their individual needs. People’s healthcare needs were monitored and staff sought advice and guidance from healthcare professionals when needed.

People’s care needs had been assessed and their care plans provided staff with the information needed to meet their needs and to care for them safely. Staff were kind, caring and understanding and knew the people they cared for well. They ensured that people’s privacy and dignity was maintained at all times. People expressed their views and opinions and advocacy services were available if needed.

People were confident that their concerns or complaints would be listened to and acted upon. There was an effective system in place to assess and monitor the quality of the service and to drive improvements.