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Options Health Care Services Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 26 July 2019

Options Health Care Services is a small service that provides personal care to people in their homes. It does not provide nursing care. The people who use the service may be older people or living with dementia, learning disabilities, mental health issues or a physical disability. At the time of the inspection six people were receiving personal care.

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

A safeguarding incident that was being investigated by the local authority had not been reported to CQC as required.

The provider had been denied access to their office by the landlord due to a dispute. The provider told us they had not had access to the office since 4 March 2019.

Monitoring systems were not adequate to ensure people had received their calls and that people were safe.

The provider failed to demonstrate that adequate quality assurance processes were in place.

At the last inspection we had identified an issue with recruitment processes. At this inspection we were unable to review recruitment processes to ensure the required improvements had been made.

People and relatives told us they were happy with the care. People confirmed that they received their calls on time and if staff were running late they would be contacted and advised of the lateness. However, one person told us about a missed call.

People told us that they had contact details for the staff and the provider. They confirmed that they knew who to contact in an emergency. This was not everyone’s point of view one person told us that they were unable to contact the office and they had now resorted to sending emails, but this was not working effectively.

Staff confirmed they had regular training and supervisions. They felt supported by the provider.

Staff and relatives all commented that staff were kind and caring. People had developed caring relationships. People felt their privacy and dignity were promoted and staff supported their independence.

People confirmed they were supported with their nutritional and fluid requirements.

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 provider confirmed that all people they were providing care and support had full capacity.

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

The last rating for this service was Good (the last report was published 4 May 2017).

Why we inspected

The inspection was prompted in part due to concerns raised. The local authority was investigating these concerns under their safeguarding procedures. Concerns included late care visits, missed care visits and not effectively and safely implementing the advice from the physiotherapist for moving and handing. The local authority visited the providers premises to carry out some checks and found that the provider had been locked out of their offices. The local authority withdrew their contracts from the service.

The provider under the regulations had a duty to inform CQC of the safeguarding but failed to notify us. A decision was made for us to inspect and examine those risks. The local authority confirmed the safeguarding concerns was substantiated. We found evidence that the provider needs to make improvements. Please see the Safe and Well-Led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 26 July 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 26 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 26 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 26 July 2019

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 26 July 2019

The service was not always well-led.

Details are in our well-Led findings below.